Customer Experience Associate delivering transactions, advice, and service at TD Canada Trust branches. Building customer relationships and promoting suitable banking solutions.
About the role
- Remote PerkinElmer specialist diagnosing Materials Characterization hardware, software, and application issues. Supporting customers, field engineers, and service teams across North America.
Responsibilities
- Serve as a primary technical contact for customer, field engineer, and internal support inquiries via phone and email
- Triage product information requests and complex hardware, software, consumables, methodology, service, and performance issues
- Perform detailed remote diagnostics of electro/mechanical equipment and computer/software systems using user descriptions, symptoms, error messages, logs, and user-generated data
- Drive issue resolution through remote fixes or well-prepared service events
- Guide customers and colleagues through corrective actions to restore performance and uptime
- Determine root causes, recommend corrective actions, identify required parts, and document action plans for field service
- Provide quotations for billable services and escalate leads for other PerkinElmer products and services when applicable
- Mentor colleagues and liaise with global technical services, training teams, and the North American service organization
- Disseminate product updates, service notices, lessons learned, and best practices
- Maintain accurate and timely service records and documentation for handoffs, trend analysis, and escalation
- Participate in technical and soft-skills training and continuous improvement programs
- Support cross-functional initiatives involving training, mentoring, SOP/documentation improvement, and data analysis
- Maintain health, safety, security, environmental, and operational compliance
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 of FT-IR, UV-Vis, and TEA product technologies
- 5+ years of experience in a support, service, or analytical laboratory environment as a product end user or service technician using Materials Characterization instrumentation
- Ability to travel up to 25% for training in the USA and quarterly field ridealongs
- Sound technical knowledge of supported Materials Characterization product lines, applications, and associated software platforms
- Structured diagnostic reasoning, root-cause analysis, and complex technical problem-solving skills
- Ability to safely execute technical work under written and verbal instructions and interpret technical bulletins and service manuals
- Ability to adhere to universal precautions for potential electrical, chemical, radiologic, and biologic hazards
- Proficiency with standard computing tools for documentation, analysis, and reporting
- Ability to communicate complex technical information clearly
- Preferred: 10 years of support, service, or analytical laboratory experience
- Preferred: experience with all three product technologies: FT-IR, UV-Vis, and TEA
- Preferred: company-provided PerkinElmer instrumentation and software certification or equivalent hands-on professional experience
- Ability to remain stationary more than 25% of the time
- Specific close-range, color, peripheral, depth-perception, and focus-adjustment vision abilities
- Ability to lift or move items typically up to 25 pounds
- Depending on assignment, ability to complete medical clearance, respiratory protection training, and fit testing
Benefits
- Company-offered training and development programs
- Virtual or live classroom training
- Hands-on service location visits
- Field engineer shadowing
- Equal opportunity employer and commitment to a culturally diverse workforce
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