Technical Support Specialist

The ideal candidate will provide technical support to customers, field service engineers, sales representatives and distributors; domestic and worldwide.
Responsibilities:

• Prioritize support correspondence to comply with the Technical Support Centers customer response times.
• Log and track all support calls in the Technical Support database, these include inquiries by phone, voicemail, email, and fax.
• Provide real-time and follow-up support (software, technical, operational, electro-mechanical and logistical) to our customers, both internal and external.
• Provide customers with prompt and courteous service and support at all times.
• Dispatch Field Service Engineers as required.
• Assist Field Service Engineers with emergency part orders and in locating part numbers.
• Coordinate the return of defective or warranty parts and products as necessary.
• Review Engineering Change Notices (ECN) for product information that should be communicated to worldwide support team and to remain current on the products.
• Write Technical Service Bulletins as necessary to document technical knowledge to the field and our customers.Technical Briefs include but are not limited to: known product issues with short-term resolutions, known product issues with final resolutions, unexplained product issues that should be communicated to Field Service, newly created parts kits, and Technical Briefs that inform the field of technical information such as software configuration tips, hardware modifications, electrical wiring pin-outs, communication pin-outs for accessories, etc.
• Report potential quality issues via the PerkinElmer Quality notification process.
• Interface with manufacturing engineering, R&D, sales order management, production planners, product managers, field service engineers, and co-workers when necessary to resolve customer issues.
• Make recommendations for improvements in work processes.
• Provide advisory services for management on both equipment and customer problems.
• Assist with Field Service calls in the field when necessary.
• Perform other duties as needed.