Responsibilities

Job Description Summary

Plans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients. Ensures quality service and operational performance within the parameters of program and delivery standards. Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business.

Job Responsibilities:

• To be the first line of support for the scientific community; reporting any concerns and ensuring these are closed out in a timely fashion, i.e., acting as a single point of contact and helping ensure minimal disruption.
• Meet regularly with laboratory service providers to ensure open lines of communication.
• Meet regularly with key stakeholders (lab staff, service providers, management) to identify, review and resolve issues in a timely manner and/or escalate as necessary.
• To be the point of contact for equipment maintenance in liaison with team and customer lab staff, facilitating scheduling and hosting of engineering visits for maintenance and/or repair.
• Support decommissioning of old instruments and related documentation
• Assist in the onboarding of new instruments, coordinating with applicable parties to ensure timely installation
• Be involved in improvement work linked to the assignment.
• Perform other tasks as needed.
• Execution of regular inventory activities utilizing asset management tracking tools

Support your Team

• To work with Customer and PerkinElmer staff to ensure quality and compliance within the laboratory.
• To work with PerkinElmer and customer staff to help maintain lab documentation and coordinate archiving.
• To provide timely communication to lab users on impact of any site service work.
• This role will work closely with other teams to seamlessly deliver lab support services.
• May be required to cross-train and back-up other lab support areas.

Basic Qualifications:

• High School Diploma Required

Preferred Qualifications:

• Associates degree is required and pharma or chemical industry experience.
• Working understanding of GLP/GxP (desirable).
• Understanding of 5S principles (desirable).
• Experience within the pharmaceutical industry is desirable but not required.
• Understanding of chemicals and safe handling (desirable).
• A valid US driver’s license.

Other Requirements

• Ability to improve processes and drive continuous improvement.
• Strong verbal communication skills.
• Self-motivated and ability to work under pressure to balance conflicting deadlines. 
• Aptitude for technical and practical matters.
• Experience working in a compliance driven environment. 
• Service-orientated attitude combined with innovative thinking.
• Strong team player with experience in a high-quality customer service operation.
• Able to complete relevant paperwork according to principles of Good Documentation Practice.

Physical Demands

• Must be able to remain in a stationary position more than 25% of the time.
• The person needs to occasionally move between labs, corridors, adjoining rooms, and buildings onsite.
• Frequently use objects, tools or controls, which will require regularly bending, squatting, stretching and reaching in order to perform in a service function.
• Occasionally move or lift up to 25 pounds (potential for occasional lifting of up to 50 pounds).
• Specific vision abilities required by this position include without limitation, the ability to observe details at close range (within a few feet of the instrument/equipment), distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus in order to perform the essential service functions of this position.
• Occasionally operates a computer and other office machinery, such as a calculator, copy machine, and computer printer.
• Use of personal protective equipment (e.g., lab coat, safety glasses, etc.) in laboratory.

Working Environment

• Must be able to work in a laboratory, controlled environments requiring personal protective equipment.
• Job pace may be fast and job completion demands may be high.
• Employee maybe required to manage hazardous wastes in compliance with company procedures & State/Federal/Local hazardous waste regulations. Duties may include: Identifying, handling, generating, accumulating, storing, labeling.
• Ensure safety, security, and the environment in all aspect of the daily activities, and any potential safety hazards are addressed and corrected immediately.
• Understand ergonomic relationship between people, equipment and working environment.

The annual compensation range for this full-time position is $62,500 to $65,000. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.