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Team Leader- Service

Woodbridge, Canada

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Responsibilities

Location Woodbridge, OntarioCA Job ID JR-029768

Service Team Leader Job Description_V4.docx 01/2003
Title: Team Leader, Service
Location: US Field
Reports to: Service Manager
Summary:
Team Leaders are accountable to the Service Manager and Service Director for service delivery and
tactical support of a localized service team. Ensure the delivery of best-in-class customer service,
preventive maintenance, product solutions, customer and sales relations, laboratory services and parts
inventories through effective service and resource planning/deployment. Act as a primary contact point for
all local Customer Support Engineers (CSE) and to handle all customer relations. Interface with the
Service Manager on a frequent basis to review operational performance, customer satisfaction status,
staffing optimization and business expansion opportunities. Team Leader is to notify Service Manager of
any situations or events that may lead to any team challenges, negative customer experiences or lose of
regional revenue risks.
Key Responsibilities:
Leadership:
• Provides supervisory support to a team of up to but not limited to 8 CSEs.
• Works closely with the Scheduler for the assigned region
• Advises the Service Manager of training needs to balance the team’s workload
• Handles customer relations for area of coverage
o Works with the Contract Sales team on contract renewals
• Cohosts huddles with Service Managers to deliver metrics and regional updates to team.
• Leads and executes special projects at the regional and national level as needed.
• Mentors and encourages CSEs to promote our services, upgrades, consumables and
accessories.
• Initiate and deliver performance reviews with Service Manager.
Maintenance & Repair:
• Performs Sr. CSE / CSE duties up to but not limited to 60% of the time
Resource Planning and Deployment:
• Works with Service Manager to effectively deploy assigned CSEs to meet customer demands
within assigned region.
• Manages the local team so that it is efficiently deployed and has proper training with cross
training opportunities as needed.
• Develops and maintains ongoing communication and a strong working relationship with peers to
understand and manage resource availability/limitations.
• Ensures adequate planning and coordination of coverage to meet customer needs.
• Reviews customer service agreements to ensure that resources are deployed consistently with
defined objectives and that contract entitlements are fully completed in a timely manner.
• Ensures all paperwork is uploaded in a timely manner and any validation requirements are met.
Escalation Point:
• Acts as primary escalation channel for local team to address customer and general business
opportunities.
Customer Support:
Service Team Leader Job Description_V4.docx 01/2003
• Builds relationships with local customers with the goal of understanding their business needs and
laboratory processes in order to meet those needs.
• Seeks opportunities to expand relationships and grow service revenue by building a stronger
presence in the assigned region.
• Assists with development and deployment of resources appropriately to meet/exceed customer
needs.
Information/Asset Management:
• Maintains up to date electronic and repair documentation for dispatch process, inventory and
service support functions within the assigned region.
• Ensures CSEs perform duties of uploading data in a timely mannor to ensuremetrics are current
and up to date.
• Assists CSEs with management of inventory levels to ensure that adequate supply and
appropriate records are maintained.
• Works with CSEs to eliminate aged inventory items.
• Ensures MTE and LMS training is current and up to date.
Continuous Self Development:
• Takes an active role in developing technical skills and soft skills to maintain and enhance
PerkinElmer’s value proposition to the customer.
• Seeks higher level certification through participation in company sponsored training &
development initiatives.
Basic Qualifications:
Bachelor’s degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering,
Information Technology or related discipline including military experience. Business or Management
Degree also meets criteria.


Technical Requirements:
• Developing skills in data analytics in the following but not limited to:
o ServiceMax/Salesforce
o Spotfire
o MS Office


Preferred Qualifications:
• 5+ years of field service experience
• Prior supervisory experience in field service organization
• Experience using Microsoft 365
• Exposure to analytical equipment and/or lab environment
• Knowledge of laboratory safety practices
• Certification of company training on equipment
• Strong interpersonal skills; team player with customer satisfaction focus
• Ability to follow written and verbal directions, read and understand technical bulletins and service
manuals, work under time constraints, maintain alertness and concentration, work safely with
potential electrical, chemical, radiologic, and biologic hazards using universal precautions
• Ability to communicate clearly and effectively with peers, managers, customers and other
technical support professionals is critical to successful performance in this role
The physical demands defined are representative of those that must be met by an employee to
successfully perform the essential functions of this job: Regularly be required to walk, stand, sit and
talk or hear; to use hands to finger, handle, feel or operate objects, tools, or controls; and reach with
hands and arms. Occasionally required to climb or balance; stoop, kneel, crouch, or crawl. Frequently
lift and/or move up to 25 pounds, and occasionally lift or move weights up to 100 pounds. Specific
vision abilities required by this job include close vision, color vision, and the ability to adjust focus.
Service Team Leader Job Description_V4.docx 01/2003

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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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