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Lab Automation Support - United States  

PerkinElmer (company)

Posted on : 02 May 2017

Project Description

Job Type : Full Time
Career Level : Experienced (Non-Manager)
Education : Bachelor's Degree
Location : Akron OH US
Job Description :


To give support and training of Diagnostics products 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 by the Team Leader. This requires a working knowledge of the products and includes the following duties:
  • Answer incoming calls and emails.
  • Identify and investigate product and quality system problems, utilizing the complaint handling system where appropriate.
  • Independently troubleshoot, resolve, and test technical issues for products assigned by the Team Leader.
  • Dispatch field engineers when appropriate.
  • Create appropriate documentation for all work performed.
  • Conduct customer training sessions for products assigned by the Team Leader.
  • Produce and maintain customer training material.
  • Engage Customer Service to assist with technical reviews of equipment orders.
  • Transition knowledge to other team members through documentation and communication.
  • Understand and communicate product descriptions and customer specific workflows for products supported.
  • Assist in the creation of technical support standards and improvements that increase efficiency and improve support turn-around times and customer satisfaction.
  • Engage in special projects as assigned.
  • Proactively communicate status of special projects and unresolved issues to the Team Leader.
  • Ensure the complete satisfaction of the customers.

Job Requirements :
  • 3-5 years of experience in pharmaceutical or biochemical industry, technical support experience preferred.
  • Bachelors/Masters/Ph.D. degree in science, engineering, or health related field, or commensurate experience.
  • Demonstrated ability to consistently deliver what’s promised on time, proactively provide status reports, and independently manage tasks from inception through completion with minimal supervisory guidance.
  • Ability to work in a team environment with shared goals and responsibilities.
  • Ability to provide clear and structured written documentation.

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.