Our dedicated team of about 16,000 employees worldwide, pioneers scientific technologies for better detection, imaging, and informatics to help our customers work to create healthier families, improve the quality of life, and sustain the well-being and longevity of people globally.
If you are seeking a meaningful, impactful, and stimulating career, look no further.
PerkinElmer is seeking a Customer Support Engineer who will help PerkinElmer customers enhance the productivity of their laboratory processes and drive high levels of customer satisfaction by providing expert service and support to customers within a primary geographic area.
Responsibilities:
Install, maintain and repair PerkinElmer and/or multivendor equipment at customer sites ensuring best-in-class service within established time frame and assigned geographical area
Drive toward zero service recalls
Provide repairs and scheduled maintenance for contract customers, corrective service for non-contract customers (billed at an hourly rate) and warranty services which apply to our products in the field
Deliver customer training for instrument operation and user maintenance, one on one or in smaller group sessions
Drive to understand customer’s analytical workflow and applications
Complete assigned preventive maintenance calls at customer sites within prescribed time frame and established performance standards
Demonstrate knowledge of and adherence to the installation, warranty, and service agreement provisions to provide adequate billing information to the customer
Drive the sale of new service agreements, service agreement upgrades and instrument add-ons to existing contracts
Encourage customers to purchase training, support, software, laboratory services products and field installed computer hardware upgrades
Assist and support local sales representative to help secure new instrument orders
Contribute to account profitability by generating revenue and controlling the cost of service through billable labor/travel orders, parts orders, support orders, billable install orders, and consumables
Develop organization awareness of other functional groups and product lines to direct customers or others to appropriate resources
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
Enhance PerkinElmer’s product quality by proactively reporting improvement opportunities via the quality notification process
Display exceptional written and verbal communication skills and actively interface with peers and customers
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.
Ability to travel by air, vehicle and/or other means of transportation as business requires
Must have a valid driver’s license; While performing the duties of this job, the employee must safely operate a motor vehicle at all times
Basic Qualifications:
Associates degree or relevant military experience in Chemistry, Biology, Electronics & lifesciences.
2+ years of experience in troubleshooting, repairing, and providing qualification services
Preferred Qualifications:
Bachelor’s degree
Experience using Microsoft 365
2+ years of laboratory and/or field service experience
Exposure to analytical equipment and/or laboratory environment
Experience with Liquid Handlers – PerkinElmer, Tecan,Hamilton, Etc.
Certification on relevant laboratory equipment
Knowledge of laboratory safety practices as defined by the Company and/or the customer’s site safety code
Strong interpersonal skills; strong 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
Ability to operate personal computer to enter data and generate reports, ability to communicate clearly and effectively with peers, managers, customers and other technical support professionals is critical to successful performance in this role
The physical demands defined are representative of those that must be met by an employee to successfully perform the essential functions of this job: The employee will 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. 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
Benefits:
Paid Vacation, holiday and sick time
Medical, Dental, Vision Coverage
401k
Tuition Reimbursement
Parental Leave
Adoption Assistance
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