Senior Materials Characterization Support Specialist; REMOTE

Senior Materials Characterization Support Specialist (REMOTE US or CAN)

US Remote - AL, US Remote - AL, US Remote - AR, US Remote - AZ, US Remote - CO, US Remote - CT, US Remote - DC, US Remote - DE, US Remote - FL, US Remote - GA, US Remote - IA, US Remote - , US Remote - IL, US Remote - IN, US Remote - KS, US Remote - KY, US Remote - LA, US Remote - MA, US Remote - MD, US Remote - ME, US Remote - MI, US Remote - MN, US Remote - MO, US Remote - MS, US Remote - MT {+ 25 more}

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.

The Senior Materials Characterization Support Specialist 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 Materials Characterization 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.

Location:

This is a full-time remote position M-F and can be done either in US or CAN.

• Serve as a primary technical contact for incoming customer, field engineer, and internal support inquiries via phone and email for Perkin Elmer Materials Characterization 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 escape 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.
• Parti…