Manager, Technical Services, Chromatography (HYBRID Shelton, CT)

PerkinElmer; Shelton (CT); Hybrid; USD 120,000 - 140,000; Full time

Job summary

PerkinElmer seeks a Manager, Technical Services – Chromatography, hybrid in Shelton, CT. Lead a team of Technical Services Specialists, manage 3rd-level escalations, and drive documentation and training. Collaborate with R&D, Field Service, and Product Management to sustain service excellence.

The role requires a strong background in chromatography, leadership experience, and a commitment to customer satisfaction. Hybrid schedule includes on-site and remote work as needed.

Qualifications

• Bachelor's degree in chemistry, biochemistry, biotechnology, or a related field.
• 6–8 years in a support, service, or analytical lab environment including technical support roles.
• Prior people management or team leadership experience.

Responsibilities

• Lead a team of Technical Services Specialists for Chromatography products and software.
• Own 3rd-level escalations, service documentation, and training content development.
• Coordinate with R&D, Field Service, Inside Service, and Product Management.

Skills

Team leadership

Chromatography knowledge

Customer focus

Education

Bachelor's degree in chemistry/biochemistry/biotechnology

Tools

Chromatography Data Systems

Job description

Job Title

Job TitleManager, Technical Services, Chromatography (HYBRID Shelton, CT)

Location(s)

Shelton, CT

Job Description

The Manager, Technical Services – Chromatography leads a team of Technical Support Specialists supporting Chromatography products and related software. This role owns the team's performance on 3rd-level technical escalations, service documentation, technical training content creation/delivery, and new product introduction support. The Manager is accountable for team capacity, escalation outcomes, customer satisfaction metrics, and cross‑functional coordination with R&D, Field Service, Inside Service, and Product Management.

Location:

This is a hybrid remote role based in Shelton, CT. Expectations are working remotely 1-2 days a week and on‑site the remaining days.

Job Responsibilities

Team Leadership & Escalation Ownership

• Manage, coach, and develop a team of Technical Services Specialists; set individual and team goals, conduct performance reviews, and manage workload distribution across the Chromatography product portfolio.
• Own the field replacement & technical services alerts end to end: ensure timely triage, assignment, and closure of open issues; chair or co-chair bi‑weekly Alert Calls and twice‑monthly Customer Satisfaction Problem Resolution Meetings.
• Serve as the escalation point when 3rd-level support cannot resolve an issue; determine when to engage R&D, vendors, or other partners and track resolution to closure.
• Monitor team metrics (response time, escalation aging, customer satisfaction, repeat‑issue rate) and report trends and risks to service and product leadership.

Documentation Oversight

• Ensure the technical knowledgebase (e.g. Installation and Qualification documents, Preventive Maintenance checklists, Service Parts Lists, Service Data Bulletins) is current, accurate, and consistently maintained across the team.
• Establish documentation standards and review cadence; audit for quality and completeness.

Training Program Management

• Oversee the team's development and delivery of technical training for service engineers, inside service, and customers.
• Approve training curricula and schedules; ensure training space and instrumentation are maintained and available.
• Identify skill gaps across the team and field organization and direct training investment accordingly.

New Product Introduction

• Represent the technical support function on new product launch teams; ensure DFX input, service documentation, parts forecasting, and installation protocols are delivered on schedule.
• Assign and oversee team members supporting NPI deliverables necessary for Project milestones.
• Partner with R&D and Product Management to influence design‑for‑service decisions ahead of launch.

Cross‑Functional Collaboration

• Build and maintain working relationships with R&D, Product Management, Field Service leadership, and vendors to drive root‑cause analysis and product/process improvement.
• Represent the team's priorities and constraints in cross‑functional planning.

General Requirements

Ability to work a hybrid schedule in Shelton, CT, including full‑time onsite periods as needed to support training courses or team needs. Maintain training and compliance in health and safety, security, environmental, and operational requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job at any time.

Travel Requirements

Minimal to occasional travel required (site visits, launch support, training).

Basic Qualifications

• Bachelor's degree or equivalent experience in chemistry, biochemistry, biotechnology, or a similar scientific field.
• A minimum of 6 to 8 years' experience in a support, service, or analytical laboratory environment, including prior experience in a technical support, service, or product specialist role.
• Prior people management or team leadership experience (direct reports, project leads, or team lead role).
• Experience with Chromatography products and methodologies.
• Experience with Chromatography Data Systems for instrument control and data analysis.

Preferred Qualifications

• Prior experience as a Technical Support Specialist or equivalent role, ideally within this or a similar product line.
• Relevant experience in the analytical instruments & consumables industry.
• Direct experience with PerkinElmer instrumentation and software.
• Experience managing escalation processes, SLAs, or customer satisfaction programs in a technical support environment.
• Experience with new product introduction (NPI) processes and cross‑functional launch teams.
• Strong track record working within a cross‑functional organization spanning R&D, Product Management, and Field/Inside Service.

Annual Compensation

The annual compensation range for this full‑time position is $120,000.00 to $140,000.00. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job‑related skills, experience, and relevant education or training.

Equal Opportunity and Diversity

PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. PerkinElmer is committed to a culturally diverse workforce.

Company Culture

Are you ready to help improve the lives of millions of people and create a healthier world? When you work at PerkinElmer, that’s exactly what you’ll do. From our dedicated scientists and world‑class operations employees to our innovative R&D professionals and committed sales and service groups, we’re a unique team of 5,000+ global colleagues who come to work every day knowing we’re making a difference. Through innovation, collaboration, and believing in our mission, we strive to create an inspiring and inclusive culture for our employees, so that they can be their best and, together, create a better tomorrow.