Sr. Technical Services Support Rep

Responsibilities

Location Shelton, Connecticut

US Job
-056212

Job Responsibilities

* Provide 3rd level Technical Support and problem resolution (Primary Role) to field service and inside service representatives as requested or required.

* Accelerate conclusion of non-routine field service problems to meet or exceed warranty and installation cost provisions while maximizing customer satisfaction metrics.

* Monitor and respond to field service Alert system. Update alert database with information, request field update status, close alerts that are complete or negligent. Escalate challenging problems to upper management.

* Minimize warranty and installation costs and instrument replacements by working closely with Service and Customer Satisfaction Business Units.

* Take an active role in bi-weekly Alert Calls and twice-monthly Customer Satisfaction Problem Resolution Meetings.

* Work closely with vendors and other partners to troubleshoot and evaluate product problems, drive root-cause analysis and implement product and/or process improvement.

* Coordinate field retrofit programs with worldwide Service organizations.

* Develop course content and conduct technical training courses for service engineers, inside service and/or customers in the use of assigned product line/technology.

* Play an active role in the development, maintenance and implementation of technical documentation, user information services and in-house technical knowledgebase systems to improve the efficiency of less-senior specialists and field service resources.

* Maintain updated service documentation and regularly distribute service update communications to field service organization.

* Create Service Data Bulletins (SDBs) describing field repairs to improve the efficiency of field service resources.

* Support new product development efforts by providing critical input and evaluation of design-for-service, creating service documentation, defining and forecasting service parts, developing installation protocols, training field service specialists and participating in launch teams to monitor initial installations and assure successful product launches.

* Issue and maintain product line part numbers and develop IQ/OQ-based service products.

* 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

Basic Qualifications

* Bachelor's degree or equivalent experience in chemistry, biochemistry, biotechnology, or similar scientific field

* A minimum of 4 to 6 years' experience in a support, service, or an analytical laboratory environment performing duties similar to product end users, or this position

* Ability to travel to Shelton, CT to conduct training courses.

Preferred Characteristics

* Relevant experience in the analytical instruments & consumables industry

* Relevant experience in laboratory or field service operations

* Experience with Perkin Elmer Liquid Chromatography products and data handling systems is preferred.

* Experience implementing projects within a cross functional organization strongly desired.

* Six Sigma training and experience preferred.

* Travel Requirements:
Minimal travel required.

The annual compensation range for this full-time position is $81,640.00 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.