Global Service Support Leader (Shelton, CT)

The Director of Global Tech Support will be responsible for leading and managing our global tech support team. This strategic leadership role is focused on driving excellence in technical service capabilities, training development and delivery, design for service as a part of new product introductions, depot repair maintenance and operations, and parts and instrument refurbishment programs. The ideal candidate will provide direction and oversight to a team of technical support leaders, while also working cross-functionally to maintain and enhance service quality standards. This role is critical to enhancing PerkinElmer’s reputation as a leader in delivering high-quality, reliable solutions to our customers across all segments.

Location: This role can be located in Shelton, CT United States or High Wycombe, England. The selected candidate will need to commute to either assigned location full-time.

Job Responsibilities:

• Global Tech Support:
• In partnership with global training, schedule and deliver a world class service training program to support field-based engineers
• Develop processes to triage, track, and drive issue resolution on technical support challenges raised by our field teams
• Collaborate cross functionally to launch new products while representing the voice of the field service organization
• Strengthen the design for service program as a part of new product introductions
• Identifying and driving productivity tools to support efficiency of the tech support team and ultimately provide better and quicker service to the field service team
• Foster a culture of continuous improvement and internal and external customer issue resolution
• Engage global leadership and teams, as needed, to facilitate improvement initiatives
• Oversee the management of the service depot team for the scheduling of service depot activities for instrument repairs, instrument refurbishment, parts refurbishment
• Leadership & Team Management:
• Lead, mentor, and develop a team of field service leaders to meet performance objectives.
• Foster a culture of continuous improvement, high performance, and customer-centricity within the field service team.
• Oversee recruitment, training, and professional development to ensure technical and customer service excellence.
• Compliance & Quality Assurance:
• Ensure compliance with all relevant industry regulations, safety standards, and company policies.
• Maintain high standards of quality control for all service activities to ensure consistency and reliability
• 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.

Basic Qualifications

• Bachelor’s degree in Engineering, Business Administration, or a related field (Master’s degree is a plus).
• At least 5 years of experience in tech support management, with a proven track record of successfully leading a team of tech support specialists and/or field service engineers
• Strong understanding of service delivery in a technical environment, preferably within the healthcare, life sciences, or related industries.
• Demonstrated experience in managing global technical service operations, training programs, customer relations, and cross-functional collaboration.
• Proven leadership abilities, with a focus on team development, motivation, and performance management.
• Exceptional communication, problem-solving, and interpersonal skills.
• Ability to develop and manage budgets, timelines, and operational goals.
• Strong knowledge of service management software and tools.
• Ability to travel as needed to meet operational demands
  
  

Preferred Characteristics

• Strategic Vision: Ability to anticipate market trends and drive forward-thinking strategies to maintain PerkinElmer’s competitive edge in the field service sector.
• Customer-First Mindset: Demonstrated passion for delivering outstanding customer service and exceeding customer expectations.
• Data-Driven Decision Maker: Comfort in utilizing data and analytics to improve service operations, track performance, and make informed decisions.
• Change Management: Experience in leading teams through organizational change, especially within the context of evolving service models or business needs.
• Collaborative Leadership Style: Ability to collaborate cross-functionally with various departments, including sales, marketing, product development, and customer support, to enhance service outcomes and drive business growth.
• Continuous Learning and Adaptability: A proactive attitude toward staying current with industry advancements, new technologies, and continuous improvement processes.