Senior Atomic Spectroscopy SME ; REMOTE

The Senior Atomic Spectroscopy Support Specialist – Atomic Spectroscopy serves as a remote technical expert supporting Perkin Elmer’s customers, field service engineers, and internal stakeholders throughout North America. This role is responsible for the rapid triage, diagnosis, and resolution of complex hardware, software, and application-related issues across supported atomic spectroscopy platforms.

Operating as part of the Technical Assistance Center (TAC), this position plays a critical role in maximizing customer instrument uptime, avoiding unnecessary field service visits, enabling first‑time‑fix outcomes, and delivering a consistently high‑quality customer experience. The specialist applies deep technical knowledge, strong diagnostic reasoning, and the ability to visualize systems remotely—often without direct access to the instrument—to resolve known, repeat, and novel issues.

This is a full‑time remote position.

• Serve as a primary technical contact for incoming customer, field engineer, and internal support inquiries via phone and email for Perkin Elmer Atomic Spectroscopy products. Triage requests ranging from basic product information to highly complex service and performance issues involving hardware, software, consumables, or methodology.
• Perform detailed remote diagnostics of complex electro/mechanical equipment and computer/software systems by interpreting user descriptions, symptoms, error messages, system logs, and/or user generated data.
• Drive issue resolution toward the most efficient and timely outcome: remote fix where possible, or a well‑prepared service event where required. When remote resolution is achievable, guide customers or colleagues through corrective actions to restore performance and uptime.
• When field service is required, determine likely root cause(s), recommend corrective actions, identify required parts, and document a clear plan of action to enable first‑time‑fix. If applicable to customer entitlement status, provide professional, accurate quotations for billable services and/or escalates leads for other PE products/services to appropriate internal teams.
• Serve as a mentor and technical resource for colleagues by acting as liaison between global technical services, training teams, and the North American service organization to disseminate product updates, service notices, lessons learned, and other best practices.
• Support operational excellence by adhering to documented procedures and maintaining accurate, complete, and timely service records. Ensure documentation quality enables effective handoffs, trend analysis, and timely escalation of emerging issues.
• Participate in company‑offered training and development programs to support continuous improvement of technical expertise and soft skills. Training formats may include virtual or live classroom training, hands‑on service location visits, field engineer shadowing, and travel as needed.
• Support additional cross‑functional or special initiatives based on business needs as interest and workload allow. Contribute expertise in areas such as training/mentoring, SOP/documentation improvement, and/or data analysis.
• 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 Atomic Spectroscopy product lines supported, including applications knowledge, and including proficiency in all software platforms of associated supported equipment.
• Ability to apply sound judgment and critical‑thinking skills to complex technical problems, using structured, stepwise diagnostic reasoning and root‑cause analysis, with the ability to mentally model and visualize system behavior without direct access to guide effective remote troubleshooting and resolution.
• Ability to safely and professionally execute technical work in accordance with written and verbal instructions, including interpreting technical bulletins and service manuals,…