Skip to main content

Service Site Leader-South San Francisco

Apply Now
    Location(s)
  • Waltham, MA

  • Location(s)
  • South San Francisco, CA

Status Regular Job ID JR-009391 Recruiting Region Americas

Location: South San Francisco

Job Description Summary:

Manages the day to day execution of Site Level support service programs to meet customer objectives.   Drives teamwork, communication, and efficiency through the Customer Service Engineers, Lab Ambassadors, and Work Flow Specialists to meet day to day objectives.   Manage the daily balance of emergency service, preventative service, and normal daily schedule changes.   Also provides partnership support with OEM vendor service programs. Conduct monthly review meetings to review outstanding items.

Summary:

Accountable to the Area Manager and Director for service delivery and tactical support of the client account team. Ensure the delivery of best-in-class customer support effective service and resource planning/deployment. Act as a primary point of contact for all local site issues. Accountable for managing field service resources within this assigned group to achieve established revenue and profitability goals. Interface with the Area Manager and/or Director on a frequent basis to review operational performance, customer satisfaction status, staffing optimization and business expansion opportunities.

Duties and Responsibilities:

  • Manage to team to provide maintenance and support of in-scope equipment to insure best-in-class service within established time frame in the assigned OneSource account
  • Mentor and train staff at client location regarding best in class customer support, follow up communication and specific product line skills to drive growth and customer satisfaction
  • Work with Area Manager and/or Regional Manager to ensure on-site team is efficiently deployed and has proper training with cross training opportunities defined
  • Ensure adequate planning and coordination of coverage to meet customer needs and achieve established operational metrics
  • Interpret SOW and associated agreements and ensure that resources are deployed consistently with defined objectives
  • Act as liaison between on-site staff and support to escalate critical issues
  • Collaborate with Area Manager and/or Director to drive talent development, overall business performance, and succession planning
  • Take an active role in developing on-site resources through mentoring and/or training activities
  • Accountable for all assigned staff administrative duties; including on-boarding, work hour documentation/approval, expense report approval, time-off, etc.
  • Address disciplinary and/or performance problems when necessary in accordance with company policy
  • Actively participate in compiling monthly and quarterly reports per the KPI/SLA requirements
  • Work with on-site and back office teams to obtain data, interrogate, format and present to the customer

Qualifications:

  • Bachelor’s degree in Biology, Chemistry, or Electronics related discipline.
  • Two or more years of relevant experience with analytical laboratories and/or service delivery
  • Prior supervisory experience desired
  • Effective written and verbal communication skills.
  • Strong multi-tasking and organizational skills.
  • Strong organizational skills with attention to detail and accurate data
  • Knowledge of laboratory safety practices
  • Demonstrated ability to provide customer communication via telephone and email
  • Demonstrated experience and proficiency in use of SAP systems and MS Office Suite, with advanced Excel     skills.
  • Prior experience and proficiency in use of SAP and/or Maximo systems desired
  • Ability to work both independently and in a team environment. 

Apply Now

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.

Sign Up for Job Alerts

Sign up to receive PerkinElmer job alerts and communications. Choose an interest and/or a location then click "Add". Do this for each alert you wish to setup. A list of of your selected alerts will appear in the section below. Once you are satisfied with your selections, provide your email address and click "Submit" to finish your sign up.

Interested In

  • Customer Service, Waltham, Massachusetts, United StatesRemove
  • Customer Service, South San Francisco, California, United StatesRemove

By submitting your information, you acknowledge that you have read our privacy policy and consent to receive email communication from PerkinElmer.

Employee Stories

Browse Videos

  • Innovating a Healthier World

    Innovating a Healthier World

    Our dedicated team of about 11,000 employees worldwide are passionate about providing customers with an unmatched experience as they help solve critical issues especially impacting the diagnostics, discovery and analytical solutions markets. Learn More

  • Corporate Social Responsibility

    Corporate Social Responsibility

    PerkinElmer is an active corporate citizen, committed to creating better outcomes in our communities and innovating for a healthier world. Learn More

  • Celebrating 80 Years of Making Life Better

    Celebrating 80 Years of Making Life Better

    We invite you to explore this special section where we reflect on our rich heritage of scientific innovation and how we have made life better over the last eight decades, including commemorating the innovative and passionate minds that have made our significant impact possible. Learn More

  • SVP and Chief HR Officer, Deborah Butters

    SVP and Chief HR Officer, Deborah Butters

    Deborah Butters discusses our commitment to diversity and inclusion in the workplace. Learn More

  • Stem Cell Study Offers Hope for Autism

    Stem Cell Study Offers Hope for Autism

    One family shares the story of their autistic daughter whose symptoms nearly vanished after participating in a trial at Duke University. Source: CNN. Learn More

  • Powering Change: Women in Innovation & Creativity

    Powering Change: Women in Innovation & Creativity

    At PerkinElmer, we are honored to recognize the remarkable talent of our female employees around the world and the tremendous impact that they have on our organization, today and every day. Watch this women in innovation video to learn more about PerkinElmer’s commitment to empowering women. Learn More

Please be aware, PerkinElmer does not make job offers without conducting in-person interviews. We do not charge job application fees, any request for fees is not a legitimate PerkinElmer job offer. Please be aware that remote job scams have been reported against many companies, for more information please visit:https://www.consumer.ftc.gov/articles/0243-job-scams