Senior Materials Characterization Support Specialist (REMOTE US or CAN)

Job Responsibilities

• Serve as a primary technical contact for incoming customer, field engineer, and internal support inquiries via phone and email for PerkinElmer 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 escalate 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.
• Support additional cross-functional or special initiatives based on business needs as interest and workload allow.
• Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.

Critical Skills

• Sound technical knowledge in all Materials Characterization 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, working effectively under time constraints, maintaining focus and situational awareness, and adhering to universal precautions when working with potential electrical, chemical, radiologic, and biologic hazards.
• Proficiency with standard computing tools to document work, analyze information, and generate reports, along with the ability to communicate complex technical information clearly and effectively with customers, peers, managers, and other technical support professionals.

Basic Qualifications

• Bachelor's degree or equivalent in Biology, Chemistry, Electronics, or related discipline
• MUST have expert level experience with Materials Characterization Instrumentation on a repair level as a Subject Matter Expert (5+ years)
• 5+ years' experience with at least two (2) of the following product technologies: FT-IR, UV-Vis, TEA
• Role requires 5+ years of experience in a support, service, or an analytical laboratory environment performing duties of a product end user or service technician using Materials Characterization instrumentation.
• Must be able to travel up to 25% for training (in the USA) and for quarterly field ridealongs.

Preferred Qualifications

• Ten (10) years experience in a support, service, or an analytical laboratory environment performing duties of a product end user or service technician using Materials Characterization instrumentation.
• Experience with all three (3) of the following product technologies: FT-IR, UV-Vis, TEA, is desired
• Certification through company-provided training on PerkinElmer instrumentation and software products, or equivalent hands-on professional experience supporting PerkinElmer systems, is desired.