Sr Technical Support Specialist LC-Shelton, CT or Remote
Shelton, Connecticut | Albany, New York | Augusta, Maine | Austin, Texas | Boston, Massachusetts | Columbia, South Carolina | Columbus, Ohio | Concord, New Hampshire | Denver, Colorado | Harrisburg, Pennsylvania | Hartford, Connecticut
ResponsibilitiesLocation Shelton, ConnecticutUS Job ID JR-017651
This position is located in Shelton, CT but can also be remote
DUTIES AND RESPONSIBILITIES:
Provide 3rd level Technical Support and problem resolution (Primary Role). Provide technical support to field service and inside service representatives as requested or required. Accelerate conclusion of non-routine field service problems to meet or exceed warranty and installation cost provisions while maximizing customer satisfaction metrics.
Monitor and respond to field service Alert system. Update alert database with information, request field update status, close alerts that are complete or negligent. Escalate challenging problems to upper management.
Minimize warranty and installation costs and instrument replacements by working closely with Service and Customer Satisfaction Business Units. Take an active role in weekly Alert Calls and twice-monthly Customer Satisfaction Problem Resolution Meetings. Work closely with vendors and other partners to troubleshoot and evaluate product problems, drive root-cause analysis and implement product and/or process improvement. Coordinate field retrofit programs with worldwide Service organizations.
Develop and Deliver Technical and User Training. Conduct technical training courses for service engineers, inside service and/or customers in the use of assigned product line/technology. Interact with internal organizations to develop training course content. Work with engineering, the business elements, and manufacturing to ensure that course material reflects current product features and specifications. Instruct participants in classroom lectures, laboratory sessions and web-based training.
Create and Maintain Technical Documentation. Play an active role in the development, maintenance and implementation of technical documentation, user information services and in-house technical knowledgebase systems to improve the efficiency of less-senior specialists and field service resources. Maintain updated service documentation and regularly distribute service update communications to field service organization. Create Service Data Bulletins (SDBs) describing field repairs to improve the efficiency of field service resources.
Support New Product Introduction. Support new product development efforts by providing critical input and evaluation of design-for-service, creating service documentation, defining and forecasting service parts, developing installation protocols, training field service specialists and participating in launch teams to monitor initial installations and assure successful product launches. Issue and maintain product line part numbers. Develop IQ/OQ-based service products.
- 5 plus years experience in LC chromatography
- 5 plus years experience in Chromatography Data Handling Software experience
- Bachelor's Degree in Science
- Perkinelmer Data Handling Software experience
- Windows operating system
- Microsoft Excel and PowerPoint
- SAP experience
- Jira experience
- Network experience
- Support including bug reporting and investigation
- Good communication skills, including telephone skills and customer relations skills
- Minimal travel involved
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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