Job Responsibilities
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.
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job at any time.
Basic Qualifications
Bachelors 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
Preferred Characteristics
Relevant experience in the analytical instruments & consumables industry
Relevant experience in laboratory or field service operations
Experience with PerkinElmer Inductively Coupled Optical Emission and Mass Spectrometers is preferred
Experience implementing projects within a cross functional organization strongly desired
Six Sigma training and experience preferred
Travel Requirements
Minimal travel required
Annual Compensation Range
The annual compensation range for this full-time position is $81,640.00 to $100,000.00. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.