• Provide technical support to customers via phone, email, and in-person interactions. • Conduct training sessions and workshops on product usage, best practices, and troubleshooting. • Develop training materials, including user guides, manuals, and video tutorials. • Assist in resolving technical issues, working closely with engineering and support teams. • Gather customer feedback to identify common issues and recommend product improvements. • Stay updated on new product features and industry best practices. • Collaborate with sales and customer service teams to ensure a seamless user experience. • Maintain detailed records of support requests, training sessions, and customer interactions.

• Inbound Telephone Support – perform telephone support as scheduled • E-mail & Chat Support – perform as scheduled • Skill improvement – continually strive to improve cognitive and customer service skills • Assist and educate customers with inquiries related to software and hardware • Focus on quality and customer satisfaction • Clear and thorough documentation of customer interactions required • Support inquiries include questions related to – Hardware, Software, Wireless communications, OTAP, Account management, Upgrades, Online orders, and Industry events • Willing to fiercely advocate on behalf of and represent the Voice of the Customer • Research and prepare detailed escalations to second level support • Review, manage and follow up on open issues as needed • Project work that includes long and short-term initiatives

• Own Tier-2 Escalations • Triage and resolve complex technical issues escalated from Tier 1, AM, and PGS teams • Reproduce bugs, isolate root causes, and determine whether issues are configuration-, data-, integration-, or platform-related • Provide clear interim updates and technical summaries for customer-facing teams • Debug Integrations and Data Flows • Investigate issues across key integrations (CRM sync, enrichment pipelines, email infrastructure, browser extensions) • Validate API calls, troubleshoot CRM setups, webhook activity, and data transformations • Partner with engineering to confirm expected vs. actual system behavior • Incident & Bug Management • Create structured bug reports with reproducible steps, logs, and impact assessments • Classify severity and coordinate with engineering on prioritization and resolution timelines • Track issues through resolution and communicate status to stakeholders • Operational Tooling & Documentation • Build and maintain advanced troubleshooting guides and internal runbooks • Document known issues, workarounds, and diagnostic steps • Improve internal knowledge base and escalation workflows • Product Feedback Loop • Identify recurring failure points, friction, or reliability risks • Translate ticket patterns into actionable product insights • Partner with product and engineering on long-term fixes and preventative improvements • Process & Systems Improvement • Optimize support workflows, tagging, and escalation paths • Contribute to SLA adherence, response-time tracking, and resolution metrics • Help design scalable support infrastructure as volume grows

When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, 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 Critical Resolution Engineer- Inorganic Location(s) US Remote - AL, US Remote - AL, US Remote - AR, US Remote - CT, US Remote - DC, US Remote - DE, US Remote - FL, US Remote - GA, 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 - MI, US Remote - MO, US Remote - MS, US Remote - NC, US Remote - NJ, US Remote - NY, US Remote - NYC, US Remote - OH, US Remote - PA {+ 5 more} Job Description Job Responsibilities: - Complex issue resolution - Serve as the go-to expert for difficult or high-impact repairs across regional teams, with reduced expectations for routine work - Support the field through remote guidance or on-site assistance when needed, with shadowing by local CSE to build skillset - Partner with Tech Services to close escalations quickly and effectively - Teaching & coaching - Deliver in person training to new CSEs to help them build competence in key maintenance events and basic repairs - Develop and deliver in person refresher & advanced training for experienced CSEs looking to further build skillset - Provide input to technical services team on training course content & format to accelerate skill development - Provide on-the-job training to new CSEs or CSEs learning a new product line - Identify skill gaps and work with area managers to track progress of new and developing CSEs, including certifying CSE product line readiness - Service Excellence - Work with technical services & area managers to reduce repeat visits and increase first-time fix performance across the region - Identify repeat issues & escalate to quality and technical services to investigate - Provide input on product performance issues and preventive support recommendations in collaboration with technical services (SDB’s, improved PM checklists, product gaps & issues, design for service) - Partner with regional leaders to optimize service performance at key accounts Critical Skills: - Aptitude for technical critical thinking, practical problem solving and attention to detail - Expertise in PerkinElmer products, hardware, and software across several product lines - Strong interpersonal, written, and verbal skills, demonstrating the ability to communicate information clearly and accurately in a classroom setting - Ability to create technical guides and written instructions for field engineers - Outstanding customer service skills complemented by an ability to listen to and interpret client requests - Excellent team player with a customer satisfaction focus - Ability to follow and create written and verbal directions, read and understand technical bulletins and service manuals, work under time constraints, maintain alertness and concentration, and work safely with potential hazards Qualifications: - BA bachelor’s degree in applied science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related discipline including military experience plus 7 years direct experience with repair of laboratory equipment OR Associate Degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related discipline including military experience plus 10 years direct experience with repair of laboratory equipment OR High School Diploma plus 15+ years direct experience with repair of laboratory equipment - This role requires up to 50% travel, to support escalations, new-hire development, key account stability, and complex installations. Travel will vary by month depending on business needs and will be focused on high-impact work rather than routine service calls. - Expertise in PerkinElmer Inorganic products, including hardware and software. - Certification on relevant laboratory equipment - Knowledge of laboratory safety practices as defined by the Company and/or the customer’s site safety code. - Valid driver’s license and safe motor vehicle operation Working Environment: - Must be able to work in a laboratory, controlled environments requiring personal protective equipment (e.g., lab coat, safety glasses, etc.) in laboratory - Job pace may be fast and job demands may be high - Must be able to remain in a stationary position more than 25% of the time - Ability to occasionally move between labs, corridors, adjoining rooms, and buildings onsite. Frequently operating on instruments, objects, tools or controls, which will require regularly bending, squatting, stretching and reaching in order to perform in a service function - Occasionally move or lift up to 25 pounds (potential for occasional lifting of up to 50 pounds) - Specific vision abilities required by this position include without limitation, the ability to observe details at close range distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus in order to perform the essential service functions of this position - Occasionally operates a computer and other office machinery, such as a calculator, copy machine, and computer printer - Employee may be required to handle hazardous waste according to local, state, and federal regulations. Duties may include identifying, handling, generating, accumulating, storing and labeling hazardous waste - Potential risk to lab-based hazards including but not limited to extreme temperature, biological materials, and hazardous chemicals - May be required to complete Medical Clearance, Respiratory Protection Training, and Fit Testing to wear a respirator as protection against hazards present in the laboratory environment 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.