Manager, Technical Service Support; Shelton, CT

The Manager Technical Service Support is a key member of the Global Service Support Team. The primary responsibility of the role is to both serve as a leader to manage their team in the day-to-day activities as well as be hands on delivery in four key areas of responsibilities/focus:
Field Service Technical Support, Field Service Technical Training, New Product Introduction (NPI) support and special projects. Critical to success of the team is the ability of the Manager Technical Service Support to facilitate interactions with their members to engage other business functions as necessary to bring resolution.

Location: This role is based in Shelton, CT

• Manage a team of Technical Support Specialists in your specific product line family (Inorganic, Organic or Mat Char)
• Manage and ensure continued skills development of team with existing and new products
• Manage staffing, budgeting and expenses in partnership with your manager
• Ensure and continue to build a working understanding of the products and technologies you are responsible for and a detailed understanding of key processes and tools used in supporting assigned products and technologies.
• Assist field service engineers in the timely diagnosing, troubleshooting and resolution of instruments within the your product line family. Communicate effectively the solutions via methods such as SDB’s, change controls, etc
• Manage the timely responses with the various tools of communication with the field such as Service Alerts, Replacement Alerts, Technical Service Requests (TSRs), etc
• Assist in driving the creation of new part numbers and their set ups to enable field service to order them.
• Work with the training department to properly develop, modify and conduct technical service training for global field service representatives to adequately provide them with the knowledge and skills to adequately install and repair our instruments and technologies.
• Participate, as necessary, on any NPI initiatives where Tech Support represents the interests of the Field Service team and delivers required deliverables per the project schedule.
• Participate, as necessary, in the planning and execution of special projects that the business deems important to drive
• Be an active leader for change
• Other activities as required by manager/business
• 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.

• BA/BS degree in engineering, science, or technical discipline and 3-5 years’ experience in Technical Training of analytical test equipment similar or equal to Perkin Elmer instrumentation
• 3-5 yrs experience in similar technical support, service or analytical laboratory environment performing duties similar to product end uses
• Complete knowledge of the basic operation and installation of, at least 50% of all Perkin Elmer products within the assigned product line, or has demonstrated sufficiently that obtaining this knowledge can be done in a quick and timely manner

• BA/BS degree in engineering, science, or technical discipline with 10 + years related training and technical experience or MA/MS with 8+ years related training and technical experience.
• 5-7 yrs experience in a similar support, service, or an analytical laboratory environment performing duties similar to product end users
• Complete knowledge of the basic operation and installation of, at least 95% of all Perkin Elmer products within the assigned product line, or has demonstrated sufficiently that obtaining this knowledge can be done in a quick and timely manner
• Knowledge of Salesforce Service Max, a Field Service Management platfor
• Basic technical (mechanical and/or electrical) aptitude
• Demonstrated leadership aptitude
• Positive, self-starter who can work independently as well as within a team, work with minimal supervision and ability to react to ever changing needs and with a desire and aptitude to learn new things
• Strong analytical skills
• Proficiency in MS Office and other business applications
• Excellent verbal, written, communication and interpersonal skills - able to interface at all levels in the organization and clearly present ideas and results

The annual compensation range for this full-time position is $ to $. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.