Senior Materials Characterization Support Specialist

This is a fully remote position, open to applicants in United States, +44 more locations.

📋 Description

• Act as the primary technical liaison for customers, field engineers, and internal support queries through phone and email.

• Manage product information requests along with intricate hardware, software, consumables, methodology, service, and performance challenges.

• Conduct comprehensive remote diagnostics of electro/mechanical equipment and computer/software systems utilizing user descriptions, symptoms, error messages, logs, and user-generated data.

• Facilitate issue resolution through remote interventions or well-organized service events.

• Assist customers and colleagues in executing corrective measures to restore performance and operational uptime.

• Identify root causes, suggest corrective measures, determine necessary parts, and document action plans for field service.

• Provide estimates for billable services and escalate leads for additional PerkinElmer products and services when relevant.

• Coach colleagues and collaborate with global technical services, training teams, and the North American service division.

• Share product updates, service alerts, lessons learned, and best practices.

• Ensure accurate and prompt service records and documentation for transitions, trend analysis, and escalation processes.

• Engage in technical and soft-skills training as well as continuous improvement initiatives.

• Support cross-functional projects involving training, mentoring, SOP/documentation enhancements, and data analysis.

• Uphold health, safety, security, environmental, and operational compliance.

⛳️ Requirements

• Bachelor’s degree or equivalent qualification in Biology, Chemistry, Electronics, or a related field.

• Expert-level experience with Materials Characterization Instrumentation at a repair level as a Subject Matter Expert (5+ years).

• Over 5 years' experience with a minimum of two of the following product technologies: FT-IR, UV-Vis, and TEA.

• More than 5 years of experience in a support, service, or analytical laboratory setting as a product end user or service technician utilizing Materials Characterization instrumentation.

• Willingness to travel up to 25% for training in the USA and participate in quarterly field ride-alongs.

• Strong technical understanding of supported Materials Characterization product lines, applications, and related software platforms.

• Well-structured diagnostic reasoning, root-cause analysis, and intricate technical problem-solving abilities.

• Capability to safely perform technical tasks following written and verbal instructions and interpret technical bulletins and service manuals.

• Ability to comply with universal precautions concerning potential electrical, chemical, radiological, and biological hazards.

• Proficient in using standard computing tools for documentation, analysis, and reporting.

• Skill in clearly communicating complex technical information.

• Preferred: 10 years of experience in support, service, or analytical laboratory roles.

• Preferred: familiarity with all three product technologies: FT-IR, UV-Vis, and TEA.

• Preferred: certification in PerkinElmer instrumentation and software provided by the company or equivalent hands-on professional experience.

• Ability to remain stationary for more than 25% of the time.

• Specific vision abilities including close-range, color, peripheral, depth-perception, and focus-adjustment.

• Capability to lift or move items typically weighing up to 25 pounds.

• Depending on the assignment, ability to complete medical clearance, respiratory protection training, and fit testing.

🏝️ Benefits

• Training and development programs offered by the company.

• Options for virtual or in-person classroom training.

• Opportunities for hands-on service location visits.

• Field engineer shadowing experiences.

• Equal opportunity employer with a commitment to fostering a culturally diverse workforce.