Global Tech Services Leader (Shelton, CT)

Job Responsibilities

• In partnership with global training, schedule and deliver a world class service training program to support field-based engineers
• Develop processes to triage, track, and drive issue resolution on technical support challenges raised by our field teams
• Collaborate cross functionally to launch new products while representing the voice of the field service organization
• Strengthen the design for service program as a part of new product introductions
• Identify and drive productivity tools to support efficiency of the tech support team and ultimately provide better and quicker service to the field service team
• Foster a culture of continuous improvement and internal and external customer issue resolution
• Engage global leadership and teams, as needed, to facilitate improvement initiatives
• Oversee the management of the service depot team for the scheduling of service depot activities for instrument repairs, instrument refurbishment, parts refurbishment

Leadership & Team Management

• Lead, mentor, and develop a team of field service leaders to meet performance objectives
• Foster a culture of continuous improvement, high performance, and customer-centricity within the field service team
• Oversee recruitment, training, and professional development to ensure technical and customer service excellence

Compliance & Quality Assurance

• Ensure compliance with all relevant industry regulations, safety standards, and company policies
• Maintain high standards of quality control for all service activities to ensure consistency and reliability
• Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment

Basic Qualifications

• Bachelor’s degree in Engineering, Business Administration, or a related field (Master’s degree is a plus)
• At least 5+ years of experience in tech support management, with a proven track record of successfully leading a team of tech support specialists and/or field service engineers
• Strong understanding of service delivery in a technical environment, preferably within the healthcare, life sciences, or related industries
• Demonstrated experience in managing global technical service operations, training programs, customer relations, and cross-functional collaboration
• Proven leadership abilities, with a focus on team development, motivation, and performance management
• Exceptional communication, problem-solving, and interpersonal skills
• Ability to develop and manage budgets, timelines, and operational goals
• Strong knowledge of service management software and tools
• Ability to travel as needed to meet operational demands

Preferred Characteristics

• Strategic Vision: Ability to anticipate market trends and drive forward-thinking strategies to maintain PerkinElmer’s competitive edge in the field service sector
• Customer-First Mindset: Demonstrated passion for delivering outstanding customer service and exceeding customer expectations
• Data-Driven Decision Maker: Comfort in utilizing data and analytics to improve service operations, track performance, and make informed decisions
• Change Management: Experience in leading teams through organizational change, especially within the context of evolving service models or business needs
• Collaborative Leadership Style: Ability to collaborate cross-functionally with various departments, including sales, marketing, product development, and customer support, to enhance service outcomes and drive business growth
• Continuous Learning and Adaptability: A proactive attitude toward staying current with industry advancements, new technologies, and continuous improvement processes

Pay

The annual compensation range for this full-time position is $117,000.00 to $160,000.00. 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.