Manager, Technical Services, Chromatography; HYBRID Shelton, CT

Position: Manager, Technical Services, Chromatography (HYBRID Shelton, CT)
When joining Perkin Elmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs.  With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and One Source services.

Job Title Manager, Technical Services, Chromatography (HYBRID Shelton, CT)
Location(s)
Shelton

Job Description The Manager, Technical Services – Chromatography leads a team of  Technical Support Specialists supporting Chromatography products and related software. This role owns the team's performance on 3rd-level technical escalations, service documentation, technical training content creation/delivery, and new product introduction support. The Manager is accountable for team capacity, escalation outcomes, customer satisfaction metrics, and cross-functional coordination with R&D, Field Service, Inside Service, and Product Management.

Location:

This is a hybrid remote role based in Shelton, CT. Expectations are working remotely 1-2 days a week and on-site the remaining days.

Job Responsibilities:

Team Leadership & Escalation Ownership Manage, coach, and develop a team of Technical Services Specialists; set individual and team goals, conduct performance reviews, and manage workload distribution across the Chromatography product portfolio.

Own the field replacement & technical services alerts end to end: ensure timely triage, assignment, and closure of open issues; chair or co-chair bi-weekly Alert Calls and twice-monthly Customer Satisfaction Problem Resolution Meetings.

Serve as the escalation point when 3rd-level support cannot resolve an issue; determine when to engage R&D, vendors, or other partners and track resolution to closure.

Monitor team metrics (response time, escalation aging, customer satisfaction, repeat-issue rate) and report trends and risks to service and product leadership.

Documentation Oversight Ensure the technical knowledgebase (e.g. Installation and Qualification documents, Preventive Maintenance checklists, Service Parts Lists, Service Data Bulletins) is current, accurate, and consistently maintained across the team.

Establish documentation standards and review cadence; audit for quality and completeness.

Training Program Management Oversee the team's development and delivery of technical training for service engineers, inside service, and customers.

Approve training curricula and schedules; ensure training space and instrumentation are maintained and available.

Identify skill gaps across the team and field organization and direct training investment accordingly.

New Product Introduction Represent the technical support function on new product launch teams; ensure DFX input, service documentation, parts forecasting, and installation protocols are delivered on schedule.

Assign and oversee team members supporting NPI deliverables necessary for Project milestones.

Partner with R&D and Product Management to influence design-for-service decisions ahead of launch.

Cross-Functional Collaboration Build and maintain working relationships with R&D, Product Management, Field Service leadership, and vendors to drive root-cause analysis and product/process improvement.

Represent the team's priorities and constraints in cross-functional planning.

General Requirements Ability to work a hybrid schedule in Shelton, CT, including full-time onsite periods as needed to support training courses or team needs.

Maintain training and compliance in health and safety, security,…