Sr. Field Service Specialist

Roles & Responsbilities:

Responsible for the overall performance of the product LC & LCMSMS ensuring L2 & L3 level

support to our customers, with clear application knowledge. As a leader to provide technical

support to the field service team.

• Perform on-site installation, repair, maintenance, qualification, and validation of multiple
  
  

product modalities.

• Use the global tracker for service calls, manage parts inventories, and complete job tasks.
• Analyze instrument generated chemistry and performance reports of technical issues,
  
  

recommendation to customers / users based on the instrument performance, if any.

• Review reports and documentation from customers and inspect malfunctioning products to
  
  

determine the nature and scope of problem.

• Coordinate problem resolution with global tech support, engineering teams, and other
  
  

technical personnel to expedite repairs.

• analyze, review and inspect findings to determine source of customer concern and provide
  
  

recommendations to repair, replace or other corrective action.

• Provide an effective communication link between the customer and the company to ensure that effective services are provided.
• Weekly alliance with sales, service & product support for performance update of LCMSMS units.
• Conduct user training on the safe operations of the equipment and continually demonstrate laboratory safety and regulatory awareness while performing duties. Maintain Perkin Elmer’s customer service reputation by complying with all corporate policies and procedures.
  
  

Basic Qualifications

Education: Any graduate/postgraduate preferably Science OR combination of Science and Engineering

is preferred.

• Required Minimum 12+ years work experience in Chrome & LCMS instruments.
• Good knowledge of Analytical Chemistry, method development, wide experience in resolving
  
  

customer solutions related to sample analysis.

• Background in Electronics preferably gained in a high technology service environment.
  
  

Competency Required:

Ø Strategic Perspective

• Provides innovative growth ideas
• Collaborates well across PKI
• Develop new Svc coverage and sales plan (customers)
  
  

Ø Business Planning

• Provide input to or be a part of MOR / QOR on business
• Executes key projects for BU / Product related Function
• Manage and improve a service process or program
• Customer Relationship management
• Technical Skills with Service Selling
  
  

Special Requirements / Skills/ Attributes

• Analytical Chemistry background either studied or in the field
• Creates and maintains effective customer relationships
• Resourceful and resilient in achieving goals, focused on achieving results
• Enthusiastic, Proactive mindset with strong sense of responsibility and ownership
• Ability to communicate in a professional manner with customers on all levels, providing
  
  

service information, technical data and general help as necessary.

• Excellent Communication skills – internal & external
• Negotiating and influencing skills