OneSource Manager, Professional Services Job at PerkinElmer – 3.7 in Waltham, MA

Job Description

Job Title: OneSource Manager, Professional Services

Location: Cambridge , MA

Type of Assignment: Full time

Job Description:
Job Purpose:
The OneSource Site Leader provides technical expertise to the client’s global team and supporting the Computing Analyst and Information Service teams.

The roles primary task is to support the local Lab Computing engineers and provide ongoing development of their technical skills over time.

In addition, the candidate will be supplying Laboratory IT support services as required.

This role works seamlessly with and supports the other PerkinElmer practices and divisions within the lab computing environment.

Core Job Duties:
Acts as the technical support contact for the client and the PKI Information Service team.

Implements, monitors and provides technical support of customer laboratory IT environments, typically integrated with instrumentation

Implements and manages customer specified benchtop computing procedures and processes across the LC Practice

Provides technical Subject Matter Expertise for new system validations and change management efforts

Acts as Liaison for software/hardware related inquiries

Escalates IT issues that are not resolved via regularly identified support channels.

Acts as an interface between client, business and corporate IT teams.

Conducts daily ticket scrum meetings with the global team

Monitors Ticket Queues to assure of 95% SLA

Assists the Principle Lead Computing Analyst and supply LC technical expertise as required.

Work collaboratively with the PLCA and the Practice Manager to change and or implement new policies and procedures.

Manages small Lab Computing projects

Assures team’s adherence to the clients and PKI’s LC policies and procedures.

Attend the client meetings as the PKI LC technical liaison

Assist and support other PKI practices and divisions as required.

On-board and training new hires to assure that the process is expedited and managed.

Monitor Ticket Queues and the LC teams productivity, load balance and distribute tasks as necessary

Assure that the inventory is updated and maintained to the PKI and Client expectations.

Coordinating weekly, monthly and quarterly reviews.

Development of team members for personal and professional growth.

Interfacing with Client management team and PerkinElmer management team to ensure that issues have proper escalation path.

Responsible for Service Development of team members and delivery.

Responsible for continuous improvement of service delivery.

Establishing regular meetings with direct reports and ensure team leaders are cascading down.

Basic Qualifications:
Bachelor of Science in Computer Science or Life Science

5+ years of relevant technical experience including (but not limited to); Windows technologies, networking, remote computing and backup systems

Experience with virtual machine support

Experience with scientific instrumentation

Required Skills:
Excellent customer service skills complimented by an ability to listen to and interpret client requests.

Ability to troubleshoot complex instrument and technology issues.

Strong verbal and written communication skills.

Ability to identify, track and complete tasks for multiple projects under prescribed timeframes.

Knowledge of laboratory safety practices as defined by the Company and/or customer’s site safety code.

Excellent project management skills

Be self-motivated, able to lead and maintain new service implementations

Competency Profile:
Contributing to Team Success

Actively participating as a member of a team to move the team toward the completion of goals.

Key Actions

Facilitates goal accomplishment—Makes procedural or process suggestions for achieving team goals or performing team functions; provides necessary resources or helps to remove obstacles to help the team accomplish its goals.

Involves others—Listens to and fully involves others in team decisions and actions; values and uses individual differences and talents.

Informs others on team—Shares important or relevant information with the team.

Models commitment—Adheres to the team’s expectations and guidelines; fulfills team responsibilities; demonstrates personal commitment to the team.

Customer Focus

Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers’ and own organization’s needs.

Key Actions

Seeks to understand customer—actively seeks information to understand customer circumstances, problems, expectations, and needs.

Identifies customer service issues—Identifies breakdowns in internal processes and systems that directly impact customer service and retention; expresses concerns to others.

Creates customer-focused practices—Uses understanding of customer needs to institute systems, processes, and procedures to ensure customer satisfaction and to prevent service issues from occurring; promotes customer service as a value.

Assures customer satisfaction—Makes sure that customer solutions, practices, and procedures are carried out and achieve their objectives.

Managing Work/Time Management

Effectively managing one’s time and resources to ensure that work is completed efficiently.

Key Actions

Prioritizes—Identifies more critical and less critical activities and tasks; adjusts priorities when appropriate.

Makes preparations—Ensures that required equipment and/or materials are in appropriate locations so that own and others’ work can be done effectively.

Schedules— Effectively allocates own time to complete work; coordinates own and others’ schedules to avoid conflicts.

Leverages resources—Takes advantage of available resources (individuals, processes, departments, and tools) to complete work efficiently.

Stays focused—Uses time effectively and prevents irrelevant issues or distractions from interfering with work completion.

User & Customer Support:
The range of services providing assistance and technical support to help users implement and solve problems related to computer technology.

Work Functions:
Assesses User Needs

Deploys Hardware/Software

Monitors Metrics and Performance

Provides Customer Service and Support

Provides Training on New Hardware/Software

Troubleshoots Problems

Work Conditions:
Lab Environment (may need to follow Personal Protective Equipment and Safety Polices);

Office Environment.

Physical Requirements:
The physical demands defined below are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee will regularly require walking, standing, sitting and talking or hearing; to use hands to finger, handle, feel or operate objects, tools, or controls; and reach with hands and arms.

The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl.

The employee must frequently lift and/or move up to 25 pounds, and occasionally lift or move weights up to 100 pounds.

Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.


About Company

Company: PerkinElmer – 3.7

Company Location:  Waltham, MA

About PerkinElmer - 3.7