Senior Materials Characterization Support Specialist (REMOTE US or CAN)

The Senior Materials Characterization Support Specialist serves as a remote technical expert supporting PerkinElmer's customers, field service engineers, and internal stakeholders throughout North America. This role is responsible for the rapid triage, diagnosis, and resolution of complex hardware, software, and application-related issues across supported Materials Characterization platforms. Operating as part of the Technical Assistance Center (TAC), this position plays a critical role in maximizing customer instrument uptime, avoiding unnecessary field service visits, enabling first-time-fix outcomes, and delivering a consistently high-quality customer experience.

Responsibilities

Serve as a primary technical contact for incoming customer, field engineer, and internal support inquiries via phone and email for PerkinElmer Materials Characterization products; Perform detailed remote diagnostics of complex electro/mechanical equipment and computer/software systems; Drive issue resolution toward the most efficient and timely outcome, either remote fix or a well-prepared service event; When field service is required, determine likely root cause(s), recommend corrective actions, identify required parts, and document a clear plan of action to enable first-time-fix; Provide professional, accurate quotations for billable services and/or escalate leads for other PE products/services where applicable; Serve as a mentor and technical resource for colleagues and liaison between global technical services, training teams, and the North American service organization; Support operational excellence by adhering to documented procedures and maintaining accurate service records; Participate in company offered training and development programs; Support additional cross-functional or special initiatives; Maintain training and compliance in health and safety, security, environmental and operational aspects of daily activities

Requirements

Bachelor's degree or equivalent in Biology, Chemistry, Electronics, or related discipline; Expert level experience with Materials Characterization Instrumentation on a repair level as a Subject Matter Expert (5+ years); 5+ years' experience with at least two (2) of the following product technologies: FT-IR, UV-Vis, TEA; 5+ years of experience in a support, service, or analytical laboratory environment performing duties of a product end user or service technician using Materials Characterization instrumentation; Must be able to travel up to 25% for training (in the USA) and for quarterly field ridealongs; Sound technical knowledge in all Materials Characterization product lines supported, including applications knowledge and proficiency in all software platforms of associated supported equipment; Ability to apply sound judgment and critical-thinking skills to complex technical problems, using structured, stepwise diagnostic reasoning and root-cause analysis; Ability to safely and professionally execute technical work in accordance with written and verbal instructions, including interpreting technical bulletins and service manuals; Proficiency with standard computing tools to document work, analyze information, and generate reports; Ability to communicate complex technical information clearly and effectively with customers, peers, managers, and other technical support professionals

Nice to have

Ten (10) years experience in a support, service, or analytical laboratory environment using Materials Characterization instrumentation; Experience with all three (3) of the following product technologies: FT-IR, UV-Vis, TEA; Certification through company-provided training on PerkinElmer instrumentation and software products, or equivalent hands-on professional experience supporting PerkinElmer systems