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Technical Support Specialist

Employer
Perkin Elmer
Location
Akron OH US
Closing date
Mar 21, 2017

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To give support and training of laboratory instruments, reagents, and applications in a manner that meets or exceeds customer satisfaction and quality expectations. To act professionally to swiftly address customer concerns.

Duties and Responsibilities
Essential Functions: Provide support for products assigned products. This requires a working knowledge of the products and includes the following applications, and includes the following duties:
  • Independently troubleshoot, resolve, and test technical issues for products assigned.
  • Conduct customer training sessions for products assigned.
  • Produce and maintain customer training material.
  • Identify and investigate product and quality system problems, utilizing the complaint handling system where appropriate.
  • Assist in the creation of technical support standards and improvements that increase efficiency and improve support turn-around times and customer satisfaction.
  • Create appropriate documentation for all work performed.
  • Dispatch field engineers when appropriate
  • Engage in special projects as assigned.
  • Proactively communicate status of special projects and unresolved issues to the Team Leader.
  • Transition knowledge to other team members through documentation and communication.
  • Ensure the complete satisfaction of the customers.
Working Conditions
  • General office environment as well as laboratory facilities for work space. Customer laboratories will include biological sample material.
  • 20-30% Travel – primarily domestic, but will include international travel.

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