Job Description

• Provide 3rd level Technical Support and problem resolution to field service and inside service representatives as requested or required. 

• Monitor and respond to field service Alert system. Be responsible for the completion and escalation of open issues.Take an active role in bi-weekly Alert Calls and twice-monthly Customer Satisfaction Problem Resolution Meetings.

• Collaborate with R&D, vendors and other partners to troubleshoot and evaluate product problems, drive root-cause analysis and implement product and/or process improvement.

• Own the development and maintenance of technical documentation for the in-house technical knowledgebase. Including: Installation and Qualification documents, Preventive Maintenance checklists, Service Parts Lists, Service Data Bulletins, etc.

• Develop and maintain service training course content of assigned product line/technology.

• Conduct technical training courses for service engineers, inside service and/or customers in the use, maintenance and troubleshooting of assigned product line/technology.

• Maintain instrumentation and laboratory space used for conducting service training

• Support new product development efforts by providing DFX input and evaluation of design-for-service.

• Creating service documentation, defining and forecasting service parts, developing installation protocols.

• Develop new service training courses to support new product introductions.

• Participating in launch support teams to monitor initial installations and ensure successful product launches. 

General Requirements

• Ability to work a hybrid schedule in Shelton, CT including periods of full time onsite as required to conduct training courses.

• 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.

• Travel Requirements: Minimal travel required.

Required 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.
• Experience with Gas Chromatography products and methodologies and expertise is a must.
• Experience with Chromatography Data Systems for instrument control and data analysis.

Preferred Qualifications:

• Relevant experience in the analytical instruments & consumables industry
• Relevant experience in laboratory, technical support or field service operations
• Direct experience with PerkinElmer instrumentation and software preferred
• Customer/Service support for Enterprise software systems and computer workstation chromatography software.
• Experience working within a cross-functional organization is strongly desired.

The annualcompensation range for this full-time position is $90,000to $120,000. 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.