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 TitleSenior Manager Hypercare Success
Location(s)Covaris - Woburn - MA
Company Overview:
Covaris, Inc. is an established, privately-owned biotechnology tools company headquartered in Woburn, Massachusetts, USA with global establishments. Covaris’ products improve pre-analytical sample preparation, throughput for every analytical laboratory, enabling them to gain confidence in their data. We enable our customers across a wide array of discipline – from life sciences research to improving patient diagnostics, from solving complex analytical challenges to increasing laboratory productivity.
Summary:
This position is responsible for leading the Covaris hypercare projects to broaden and deepen the company’s relationship with its National Accounts and large customers. This role involves proactive communication with the client and coordination of internal Covaris resources and personnel across all disciplines and departments.
Essential Responsibilities:
- Customer Engagement: Maintain proactive communication with customers to address concerns, provide updates, and ensure satisfaction, in support of ongoing hypercare projects.
- Product Adoption: Monitor customer engagement and product to ensure customer success, optimal product adoption and overall satisfaction for the customer. Provide training and resources, as needed, to empower customer success throughout the customer journey.
- Integrated Communication: Support the deployment of required products and related offering expansion within the Company’s National Accounts and large customers through the coordination of Covaris resources to maximize customer engagement and realize product value
- Issue Resolution: Identify, prioritize, and resolve post-implementation issues, ensuring minimal disruption to customer operations. Collaborate with internal teams, including product experts, product managers, and customer and application support, to identify, prioritize, and resolve post-implementation issues, ensuring minimal disruption to customer operations.
- Performance Monitoring: Track and report on project progress, customer feedback, and key performance indicators (KPIs) related to product use and utilization.
Basic Qualifications:
- Bachelor degree in biology, chemistry or related life sciences field with at least five years of post-college experience, or a Masters degree with at least 3 years of experience.
- Ability to travel as needed to support customer engagement and success.
Desired Qualifications:
- Experience with leading scientific/technical teams to achieve their objectives, including strategic development, problem definition, root cause analysis, activity planning, process implementation, and success measurement
- Familiarity with laboratory operations and/or testing in a regulated environment such as: CLIA, CAP, NY DOH, ISO-13485, ISO-15189, ISO-17025, GMP, GLP, GCLP, FDA, IVDR and or FDA 21CFR Part11.
- Ability to break down and solve complex problems along with the ability to identify project risks and develop mitigation plans
- Ability to organize and prioritize multiple concurrent tasks and projects with excellent written, verbal, and presentations skills
- Independent self-starter that can thrive in an agile, matrixed corporate structure
Reasonable Accommodation:
Covaris is committed to the spirit and the letter of the Americans with Disabilities Act. All requirements are subject to possible modification to reasonably accommodate otherwise qualified individuals.
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.
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