Job Description
JOB SUMMARY
Responsible for providing customers with technical assistance, troubleshooting and resolving issues reported by customers, managing complaint investigations, escalating issues when appropriate, and documentation (as described below) for software applications supported by Diagnostics Software Services (DSS) in a manner that meets or exceeds customer satisfaction, quality, and efficiency expectations.
Extensive team and customer interaction is required and the abilities to act professionally and swiftly to address customer concerns are imperative.
KEY RESPONSIBILITIES
- Install, configure, validate, and support software applications responsible by DSS to meet the approved requirements and scope documentation and according to the Quality Management System.
- Create appropriate documentation for all work performed.
- Independently troubleshoot, resolve, and test technical issues.
- Able to develop and independently perform unit testing and identify and correct failed cases.
- Able to execute standard processes, document source code, and use source code repository.
- Code set consistently follows coding standard (i.e., comments, error handling, easy to read).
- Understand the interaction between DSS software applications in the same product family.
- Seek assistance when making changes that may affect downstream processes or considered high risk.
- Has comprehensive knowledge of Newborn Screening laboratory workflow.
- Ability to associate product features with customer requirements.
- Ability to conduct training sessions with team members and customers independently for software packages supported by DSS.
- Documents solutions and present innovative ideas to other team members.
- Being able to adapt quickly to the changing needs of our business and environment.
- Take responsibility for work assigned and completed.
- Able to accept and take action from constructive criticism.
- Collaborates with team while performing as primary technical resource for a project and/or initiative.
- Analyzes and understands detailed requirements and thoroughly review completed work to ensure accuracy.
- Ensures the complete satisfaction of the customers.
BASIC QUALIFICATIONS
- Two-year technical degree.
- Two or more years experience in Support, Configuration or Software.
PREFERRED QUALIFICATIONS
- Bachelor’s degree with commensurate experience.
- One to three years experience with one of the following: MS SQL Server, Oracle, MS Bsiness Intelligence Studio, or an Object-Oriented programming language.
- One to three years experience in software industry and/or healthcare industry.
- Experience with implementations utilizing Health Level-7 (HL7) standards.
- Experience delivering what’s promised on time, proactively provide status reports, and have the up-side to independently manage tasks and projects from inception through completion with minimal supervisory guidance.
- Ability to work in a team environment with shared resources, goals, and responsibilities.
WORKING CONDITIONS
- Full time (40hrs) position.
- Schedule is Tuesday to Saturday.
- Split shift with required 5pm to 10pm pacific time coverage Tuesday through Friday.
- Employee may be requested to work other shifts depending on the needs of the software services team.
- Travel potentially up to 20% - domestic and international.
- General office atmosphere and laboratory environment workspace. Customer laboratories will include biological sample material.
COMPANY DESCRIPTION
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 global colleagues who come to work every day knowing we’re making a difference. Through innovation, collaboration, and belief in our mission, we strive to create an inspiring and inclusive culture for our employees, so they can be their best and, together, create a better tomorrow.
Job Type: Full-time