Technical Support Specialist- Med-Tech
Mountain Lakes, New Jersey
ResponsibilitiesLocation Mountain Lakes, New JerseyUS Job ID JR-022818
Imagine a world where you could detect health issues sooner to treat them more effectively. Where food and water are always safe, even in remote corners of the earth. And where scientific and medical research are enhanced to solve the greatest challenges of our times. At PerkinElmer, we imagine this world every day. Then, we innovate and collaborate to make it happen everywhere.
Our dedicated team of about 14,000 employees worldwide, pioneers scientific technologies for better detection, imaging, and informatics to help our customers work to create healthier families, improve the quality of life, and sustain the well-being and longevity of people globally.
If you are seeking a meaningful, impactful, and stimulating career, look no further.
This position will serve as a multifaceted Technical Support Specialist to provide professional support on all EUROIMMUN instrumentation and products. This position is also responsible for escalating cases as needed, to ensure quality service and customer satisfaction. This position is not remote and will be required to be on-site.
Excellent technical and communication skills are necessary to positively interact with customers and company personnel. Successful candidates will be self-starters, who can independently manage their time and schedules; will possess basic business acumen and effectively communicate skills at all levels.
Maintain a working knowledge of EUROIMMUN instrumentation, software, products and techniques.
Deliver phone and e-mail support to end-users.
Interact with customers to provide and process information in response to inquiries, concerns and requests about instrumentation and services.
Maintain positive, professional communications with customers and colleagues.
Gather customer’s information and troubleshoot the issue by evaluating and analyzing the symptoms.
Diagnose and resolve technical hardware and software issues within timely manner.
Determine the cause of error, classify the complaint and forward the relevant information to appropriate department for processing.
Dispatch service and prepare necessary documentation.
Accurately process and record call transactions using a computer and designated tracking software.
Perform data entry and follow up activities for completeness and timeliness.
Open communication with multiple departments when needed.
Stay current with system information, changes and updates.
Follow standard procedures, guidelines and policies.
1-2 years of experience in Technical Support Or Customer Care Or Client Services.
Experience in Medical Technology Or Medical devices.
A BS in Life Sciences, Biomedical engineering and/or technical discipline; or equivalent military training and experience, with emphasis in instrumentation, computers
Two or more years’ experience as a field service representative, Lab MT , or related field desired but not required
Technically proficient in running IVD assays with an understanding of the basis for these assays
Well-organized, able to function independently with a minimum of supervision
Customer-oriented with strong interpersonal skills
Exhibits a high level of critical thinking abilities
Strong verbal and written communication skills
Enthusiastic demeanor and a can-do attitude
Strong computer skills (MS Word, Excel, Outlook etc.
PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. PerkinElmer is committed to a culturally diverse workforce.
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