Customer Service Engineer

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

Location(s)

Job Description

Our Customer Support Engineer is responsible for maintaining a high standard of professional customer support.

In this role, the Customer Support Engineer will act as the face for the company, making sure our customer needs are met in a timely and efficient manner.

Responsibilities:

• Provide scheduled preventative maintenance for contract customers, remedial maintenance for non-contract customers billed at an hourly rate
• Drive toward zero service recalls
• Complete assigned preventive maintenance calls at customer sites within prescribed time frame and established performance standards
• Demonstrate knowledge of and adherence to service agreement provisions to provide adequate billing information to the customer
• Drive the leads of new service agreements, service agreement upgrades and instrument add-ons to existing contracts
• Educate and promote the purchase of training, support, software, laboratory services products, consumables and field installed computer hardware/software upgrades
• Maintain updated documentation around dispatch, inventory and service support functions of the job
• Perform timely uploads and downloads of required data to ensure the integrity of service system(s)
• Accountable for assigned company assets to include: Company vehicle, tools, test equipment (MTE), telecommunication equipment, assigned service parts inventory, etc.
• Manage appropriate levels of inventory to ensure adequate supply and records are maintained
• Proactively develop technical and soft skills to maintain and enhance PerkinElmer’s value proposition to the customer
• Display exceptional written and verbal communication skills and actively interface with peers and customers
• Develop organization awareness of other functional groups and product lines to direct customers or others to appropriate resources
• Seek higher level certification through participation in company sponsored training & development offerings
• Complete all administrative tasks to include but not limited to time reporting, LMS trainings, etc..

Basic Qualifications:

• Bachelor’s degree in applied science, Biology, Chemistry, Electronics, Mathematics, or Engineering
• 2+ years of experience in maintaining and repairing analytical Lab equipment
• Experience using Microsoft 365
• Exposure to analytical equipment and/or lab environment
• Knowledge of laboratory safety practices
• Experience in a CMMS (Customer Maintenance Management Software) (ie. Service Max)
• Must have a valid driver’s license; While performing the duties of this job, the employee must always safely operate a motor vehicle.

Preferred Requirements:

• Master’s degree in applied science, Biology, Chemistry, Electronics, Mathematics, or Engineering
• The ability to travel by air, vehicle and/or other means of transportation as business requires. Travel will vary depending on territory requirements and/or customer base.
• Certification of company training on equipment
• Strong interpersonal skills; team player with customer satisfaction focus
• Ability to follow written and verbal directions, read and understand technical bulletins and service manuals, work under time constraints, maintain alertness and concentration, work safely with potential electrical, chemical, radiologic, and biologic hazards using universal precautions
• The ability to communicate clearly and effectively with peers, managers, customers and other technical support professionals is critical to successful performance in this role

Physical Requirement:

• The physical demands defined are representative of those that must be met by an employee to successfully perform the essential functions of this job:
• Regularly be required to walk, stand, sit and talk or hear; to use hands to finger, handle, feel or operate objects, tools, or controls; and reach with hands and arms.
• Occasionally required to climb or balance; stoop, kneel, crouch, or crawl.
• 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.

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 completion demands may be high.
• Must be able to remain in a stationary position more than 25% of the time
• The person needs to occasionally move between labs, corridors, adjoining rooms, and buildings onsite. Frequently operate on instruments, objects, tools or controls, which will require regularly bending, squatting, stretching and reaching 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 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.

The annual compensation range for this full-time position is $75,000 to $100,000. 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.