Principal Technical Support Specialist

Job Responsibilities

• Receives and responds to calls and e-mails from users reporting service issues and/or requesting assistance with Perkin Elmer products.
• Provide remote diagnosis of the issue and walk customer through the problem resolution and explains system procedures. Drive towards successful remote resolution of all possible supportable calls and maximum field savings impact. If resolution cannot be achieved the specialist will prescribe a plan of action including required parts and escalate to field service delivery team or any other Perkin Elmer department required by the customer issue.
• Receives and responds to calls and e-mails from field engineers who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, and/or complex software and need urgent assistance. Continue driving towards both first time resolution and assisting customer in a timely manner alongside the field engineer.
• Contribute to sale of billable services and new service agreements to customers without active agreements with Perkin Elmer. Provide remote diagnosis of billable service issues and provide quotations to the customer for services required for first time resolution of the issue while reminding customer of Perkin Elmer contract offerings. Other leads for training, consumables, or other Perkin Elmer offerings should be escalated to correct Perkin Elmer personnel.
• Maintain up to date electronic records of all service and support functions of the job. Follow proper documentation procedures in place. Debrief customer support tickets both timely and thoroughly. Analyze system data and customer history to proactively identify emerging and/or systemic customer issues and/or problems. Follow the defined process to elevate leading indicators to the proper level of supervision.
• Participate in company offered training courses and development opportunities to enhance technical skills and soft skills.
• May be asked to contribute to various TAC documentation projects including but not limited to Service Max SOP’s and training documents.
• May be asked at times to assist the inside service and product support teams. This will be limited to reviewing of documentation, such as Service Data Bulletins or NPI deliverables, from the service delivery organization’s perspective and providing remote service support.

• 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.

• Sound technical knowledge in all product lines supported, including applications knowledge, and being well versed in all software platforms of associated supported equipment.
• Ability to follow written and verbal directions, read and understand technical bulletins and service manuals, work under time constraints, maintain alertness and concentration, work safely with potential electrical, chemical, radiologic, and biologic hazards using universal precautions.
• Ability to operate personal computer to enter data and generate reports, and communicate clearly and effectively with customers, peers, managers, and other technical support professionals are critical to successful performance in this role.

• Bachelor’s degree or equivalent in Biology, Chemistry, Electronics, or related discipline.
• 5 years experience in a support, service, or an analytical laboratory environment performing duties of a product end user or service technician in the above-mentioned major discipline is required.

• Experience with Perkin Elmer instrumentation is desired.

• Certification of company training on equipment in minimum of one (1) major discipline (dependent upon Business Unit needs this may require two (2) or three (3) major disciplines).

• Must be able to work in a laboratory, controlled environments requiring personal protective equipment (e.g., lab coat, safety glasses, etc.) in laboratory.
• Job pace may be fast and job completion demands may…