IT - Service - Associate OneSource Service Support Specialist

Title: OneSource Service Support Specialist

Location: Indianapolis, IN

Duration: 12+ Months

Job Description

This is a Technician role. Often considered a "bag-carrying” repair specialist. Performs client-site servicing, repair and/or installation of company product(s). This job may include any aspect of product field support, including system hardware and software, medical or laboratory devices and equipment, and systems networking. Provides technical support to customers on operational or maintenance aspects of system equipment. Serves as customer contact on technical and service related problems. Diagnoses mechanical, hardware, software and systems failures using established procedures. Determines most cost effective repair/resolution to minimize customer downtime. Prepares reports for analysis of product failure trends and service ability issues.

Responsibilities

Provide scheduled preventative maintenance for contract customers, remedial maintenance for non-contract customers billed at an hourly rateDrive toward zero service recallsComplete assigned preventive maintenance calls at customer sites within prescribed time frame and established performance standardsDemonstrate knowledge of and adherence to service agreement provisions to provide adequate billing information to the customerDrive the leads of new service agreements, service agreement upgrades and instrument add-ons to existing contractsEducate and promote the purchase of training, support, software, laboratory services products, consumables and field installed computer hardware/software upgradesMaintain updated documentation around dispatch, inventory and service support functions of the jobPerform timely uploads and downloads of required data to ensure the integrity of service system(s)Accountable for assigned company assets to include: Company vehicle, tools, test equipment (MTE), telecommunication equipment, assigned service parts inventory, etc.Manage appropriate levels of inventory to ensure adequate supply and records are maintainedProactively develop technical and soft skills to maintain and enhance PerkinElmer's value proposition to the customerDisplay exceptional written and verbal communication skills and actively interface with peers and customersDevelop organization awareness of other functional groups and product lines to direct customers or others to appropriate resourcesSeek higher level certification through participation in company sponsored training & development offeringsComplete all administrative tasks to include but not limited to time reporting, LMS trainings, etc.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job at any time.

Basic Qualifications

Associate degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering or Information Technology

1+ years of experience in analytical equipment, mechanical equipment, and/or lab environment

Preferred Requirements

Bachelor's degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering or Information TechnologyExperience using Microsoft 365Exposure to analytical equipment and/or lab environmentKnowledge of laboratory safety practicesAbility to travel by air, vehicle and/or other means of transportation as business requires. Travel will vary depending on territory requirements and/or customer base.Certification of company training on equipmentStrong interpersonal skills; team player with customer satisfaction focusAbility to follow written and verbal directions, read and understand technical bulletins and service manuals, work under time constraints, maintain alertness and concentration, work safely with potential electrical, chemical, radiologic, and biologic hazards using universal precautionsAbility to communicate clearly and effectively with peers, managers, customers and other technical support professionals is critical to successful performance in this role

Physical Requirement

The physical demands defined are representative of those that must be met by an employee to successfully perform the essential functions of this job:Regularly be required to walk, stand, sit and talk or hear; to use hands to finger, handle, feel or operate objects, tools, or controls; and reach with hands and arms.Occasionally required to climb or balance; stoop, kneel, crouch, or crawl.Frequently lift and/or move up to 25 pounds, and occasionally lift or move weights up to 100 pounds.Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.

#TB_PH Job #: 24-06132