The Senior Technical Support Specialist provides technical support to field engineers and the inside service team who are diagnosing, troubleshooting, and repairing complex electro/mechanical scientific equipment, computer systems, and/or complex software. This role responds to situations where front line technical assistance or field service has failed to isolate or fix problems in malfunctioning equipment or software. In addition, this role develops and delivers technical training as well as being responsible for supporting new product introductions from the LC and LCMS product lines.

DUTIES AND RESPONSIBILITIES:

Technical support (Primary Role)

• Provide 3rd level Technical Support and problem resolution to field service and inside service representatives as requested or required. 
• Monitor and respond to field service alert system. Be responsible for the completion and escalation of open issues.  Take an active role in regular escalation/alert review calls.
• Collaborate with R&D, vendors and other partners to troubleshoot and evaluate product problems, drive root-cause analysis and implement product and/or process improvement.

Maintain Service Documentation

• Own the development and maintenance of technical documentation for the in-house technical knowledgebase. Including: Installation and Qualification documents, Preventive Maintenance checklists, Service Parts Lists, Service Data Bulletins, etc.

Technical Training

• Develop and maintain service training course content of assigned product line/technology.
• Conduct technical training courses for service engineers, inside service and/or customers in the use, maintenance and troubleshooting of assigned product line/technology.
• Maintain instrumentation and laboratory space used for conducting service training

New Product Support

• Support new product development efforts by providing DFX input and evaluation of design-for-service.
• Creating service documentation, defining and forecasting service parts, developing installation protocols.
• Develop new service training courses to support new product introductions.
• Participating in launch support teams to monitor initial installations and ensure successful product launches

General Requirements

• Ability to work a hybrid schedule in Shelton, CT including periods of full time onsite as required to conduct training courses.
• Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.
• Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time.
• Travel Requirements: Minimal travel required.

EDUCATION AND EXPERIENCE:

Required Qualifications:

• Bachelor's degree or equivalent experience in chemistry, biochemistry, biotechnology, or similar scientific field
• A minimum of 4 to 6 years’ experience in a support, service, or an analytical laboratory environment performing duties similar to product end users, or this position
• Experience with Liquid Chromatography and Mass Spectrometry products and methodologies
• Experience with Chromatography Data Systems for instrument control and data analysis.

Preferred Qualifications:

• Relevant experience in the analytical instruments & consumables industry
• Relevant experience in manufacturing, laboratory, technical support or field service operations
• Direct experience with PerkinElmer instrumentation (QSight LCMS) and software (SimplicityQQQ) preferred
• Customer/Service support for Enterprise software systems and computer workstation chromatography software.
• Experience working within a cross-functional organization is strongly desired.

​The annual compensation range for this full-time position is $90,000 to $120,000. 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.