Lab Service Support Specialist

Lab Service Support Specialist

Location
:
Customer Site - NH, Portsmouth, NH

• Compile and assemble program governance documentation per agreed cadence, in preparation for review with the customer (includes instrument inventory list, program financials, KPI’s/metrics, etc.)
• Create Ad Hoc reports.
• Open Work Orders for repairs and planned maintenance on behalf of scientists.
• General communication / escalation with customers regarding the One Source program.
• Conduct instrument inventory sweeps of all instruments on an as‑needed basis.
• Conduct spot checks of instrument inventory.
• Identify changes to instrument inventory, work with department staff and customers to document changes and compile change control documentation (instrument manufacturer, model, serial number, location, owner, etc.).
• Provide timely information to Workflow Specialists through the change control process to update the SAP database due to instrument inventory changes (ARC process).
• Conduct additional lab support activities as agreed upon by departmental leadership and PKI.
• Ensure PM schedules are met and all work orders are scheduled with the appropriate service delivery team.
• Articulate with technically oriented people, quickly establish rapport, gain their confidence, respect, and trust.
• Communicate timely program information internally; discuss troubleshooting/repair situations with customers in a professional, cost‑effective manner using poise, tact and diplomacy to obtain cooperation and results.
• Escalate problems to manager or the appropriate program leader or customer program contact for strategy development and participation as appropriate.
• Follow up to ensure that all questions/requests/customer commitments are responded to or resolved to the customer’s satisfaction.
• Meet OEM or TPV service engineers at customer points of entry, confirm reason for site visit.
• Verify that required customer health and safety requirements for site entry have been completed by the engineer.
• Escort the engineer to the equipment location and hand off to customer equipment owner/user.
• Upon completion of the service event, escort the engineer back to the customer entry point and obtain a copy of the service report prior to engineer departure.
• Verify performance of maintenance or install and need for return visits.

• Bachelor’s degree in Computer Science or related field with 1+ year of technology industry experience
• Associate’s degree in Computer Science or related field with 3+ years of technology industry experience
• Relevant technical experience including (but not limited to):
  Windows technologies including Microsoft Office, networking, remote computing, and backup systems

• Experience with scientific instrumentation
• Experience in Life Science environment

• Remain in a stationary position more than 25% of the time; occasionally move inside and outside labs.
• Frequently operate on instruments, tools, or controls, requiring regularly bending, squatting, stretching and reaching.
• Regularly move or lift up to 25 pounds and occasionally move or lift up to 100 pounds.
• Specific vision abilities: ability to observe details at close range (within a few feet of the instrument), distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus for essential service functions.
• Occasionally operate a computer and other office machinery (e.g., calculator, copy machine, printer).

Annual compensation range: $59,000 to $65,000. Final base pay will be determined by factors including internal equity, work location, and individual qualifications such as job‑related skills, experience, and relevant education or training.

Perkin Elmer 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. Perkin Elmer is committed to a culturally diverse workforce.