Additional Information
When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs. With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services.
Job Title
Critical Resolution Engineer- Inorganic
Location(s)
US Remote - AL, US Remote - AL, US Remote - AR, US Remote - CT, US Remote - DC, US Remote - DE, US Remote - FL, US Remote - GA, US Remote - ID, US Remote - IL, US Remote - IN, US Remote - KS, US Remote - KY, US Remote - LA, US Remote - MA, US Remote - MD, US Remote - MI, US Remote - MO, US Remote - MS, US Remote - NC, US Remote - NJ, US Remote - NY, US Remote - NYC, US Remote - OH, US Remote - PA {+ 5 more}
Job Description
Job Responsibilities:
Complex issue resolution Serve as the go-to expert for difficult or high-impact repairs across regional teams, with reduced expectations for routine work
Support the field through remote guidance or on-site assistance when needed, with shadowing by local CSE to build skillset
Partner with Tech Services to close escalations quickly and effectively
Teaching & coaching Deliver in person training to new CSEs to help them build competence in key maintenance events and basic repairs
Develop and deliver in person refresher & advanced training for experienced CSEs looking to further build skillset
Provide input to technical services team on training course content & format to accelerate skill development
Provide on-the-job training to new CSEs or CSEs learning a new product line
Identify skill gaps and work with area managers to track progress of new and developing CSEs, including certifying CSE product line readiness
Service Excellence Work with technical services & area managers to reduce repeat visits and increase first-time fix performance across the region
Identify repeat issues & escalate to quality and technical services to investigate
Provide input on product performance issues and preventive support recommendations in collaboration with technical services (SDB's, improved PM checklists, product gaps & issues, design for service)
Partner with regional leaders to optimize service performance at key accounts
Critical Skills:
Aptitude for technical critical thinking, practical problem solving and attention to detail
Expertise in PerkinElmer products, hardware, and software across several product lines
Strong interpersonal, written, and verbal skills, demonstrating the ability to communicate information clearly and accurately in a classroom setting
Ability to create technical guides and written instructions for field engineers
Outstanding customer service skills complemented by an ability to listen to and interpret client requests
Excellent team player with a customer satisfaction focus
Ability to follow and create written and verbal directions, read and understand technical bulletins and service manuals, work under time constraints, maintain alertness and concentration, and work safely with potential hazards
Perkinelmer · Remote