Senior Materials Characterization Support Specialist (REMOTE US or CAN)

PerkinElmer; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

PerkinElmer is seeking a Senior Materials Characterization Support Specialist to provide remote technical support across North America. You will triage complex hardware, software, and application issues for Materials Characterization platforms, maximizing instrument uptime and first-time-fix outcomes while collaborating with global teams.

The role is full-time and remote, with responsibilities including remote diagnostics, guidance for fixes, and quotation support when needed.

Qualifications

• Deep technical knowledge of Materials Characterization product lines.
• Strong diagnostic reasoning and remote visualization ability.
• Experience troubleshooting hardware and software issues.

Responsibilities

• Serve as primary technical contact for inquiries via phone and email for Materials Characterization products.
• Perform detailed remote diagnostics of complex equipment and software systems.
• Guide customers to remote fixes or well-prepared service events.
• Provide quotations for billable services when applicable and escalate leads as needed.
• Mentor colleagues and disseminate product updates and best practices.
• Maintain accurate service records and documentation for handoffs and trend analysis.
• Participate in training and development programs to improve expertise.

Skills

Materials Characterization

Diagnostic reasoning

Remote diagnostics

Troubleshooting

Job description

When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centres, providing the right solution, at the right time, to meet critical customer needs. With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services.

Job Title

Senior Materials Characterization Support Specialist (REMOTE US or CAN)

Location(s)

US Remote - AL, US Remote - AL, US Remote - AR, US Remote - AZ, US Remote - CO, US Remote - CT, US Remote - DC, US Remote - DE, US Remote - FL, US Remote - GA, US Remote - IA, US Remote - ID, US Remote - IL, US Remote - IN, US Remote - KS, US Remote - KY, US Remote - LA, US Remote - MA, US Remote - MD, US Remote - ME, US Remote - MI, US Remote - MN, US Remote - MO, US Remote - MS, US Remote - MT {+ 25 more}

Job Description

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. The specialist applies deep technical knowledge, strong diagnostic reasoning, and the ability to visualize systems remotely-often without direct access to the instrument-to resolve known, repeat, and novel issues.

Location: This is a full-time remote position M-F and can be done either in US or CAN.

Job 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. Triage requests ranging from basic product information to highly complex service and performance issues involving hardware, software, consumables, or methodology.
• Perform detailed remote diagnostics of complex electro/mechanical equipment and computer/software systems by interpreting user descriptions, symptoms, error messages, system logs, and/or user generated data.
• Drive issue resolution toward the most efficient and timely outcome: remote fix where possible, or a well-prepared service event where required. When remote resolution is achievable, guide customers or colleagues through corrective actions to restore performance and uptime.
• 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. If applicable to customer entitlement status, provide professional, accurate quotations for billable services and/or escalated leads for other PE products/services to appropriate internal teams.
• Serve as a mentor and technical resource for colleagues by acting as liaison between global technical services, training teams, and the North American service organization to disseminate product updates, service notices, lessons learned, and other best practices.
• Support operational excellence by adhering to documented procedures and maintaining accurate, complete, and timely service records. Ensure documentation quality enables effective handoffs, trend analysis, and timely escalation of emerging issues.
• Participate in company offered training and development programs to support continuous improvement of technical expertise and soft skills. Training formats may include virtual or live classroom training, hands‑on service location visits, field engineer shadowing, and travel as needed
• Support additional cross‑functional or special initiatives based on business needs as interest and workload allow. Contribute expertise in areas such as training/mentoring, SOP/documentation improvement, and/or data analysis.
• Maintain training and compliance in areas of health and safety, security, environmental and operational aspects daily activities in the working environment.

Critical Skills

• Sound technical knowledge in all Materials Characterization product lines supported, including applications knowledge, and including 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, with the ability to mentally model a

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