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Duties and 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.
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:
Associate degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, Information Technology or related discipline including military experience.
Two or more years of administrative and customer service experience, preferably in a pharmaceutical R&D chemistry lab operation
Critical Skills:
Ability to work both independently and in a team environment.
Strong multi-tasking and organizational skills.
Strong organizational skills with attention to detail and accurate data entry.
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
Ability to communicate clearly and effectively with peers, managers, customers and other technical support professionals is critical to successful performance in this role
Preferred Requirements:
Bachelor’s degree
Experience using Microsoft 365
Exposure to analytical equipment and/or lab environment
Knowledge of laboratory safety practices
Certification of company training on equipment
Physical Demands
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 use objects, tools or controls, which will require regularly bending, squatting, stretching and reaching in order 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 (within a few feet of the instrument/equipment), distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus in order 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.
Use of personal protective equipment (e.g., lab coat, safety glasses, etc.) in laboratory.
