What are the responsibilities and job description for the Sr. Technical Services Support Rep position at PerkinElmer?
Job Responsibilities
Basic Qualifications
- Provide 3rd level Technical Support and problem resolution (Primary Role) 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 bi-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 course content and conduct technical training courses for service engineers, inside service and/or customers in the use of assigned product line/technology.
- 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 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 and develop IQ/OQ-based service products.
- Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment
Basic 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
- Ability to travel to Shelton, CT to conduct training courses.
- Relevant experience in the analytical instruments & consumables industry
- Relevant experience in laboratory or field service operations
- Experience with PerkinElmer Liquid Chromatography products and data handling systems is preferred.
- Experience implementing projects within a cross functional organization strongly desired.
- Six Sigma training and experience preferred.
- Travel Requirements: Minimal travel required.
Salary : $81,640 - $100,000
