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
Customer Service Engineer
Location(s)
Customer Site - VA, GSK (Haleon) (Richmond) - Customer Site VA
Job Description
Our Customer Service Engineer delivers best-in-class installation, maintenance, and repair services for multivendor laboratory instrumentation at customer sites, serving as the face of the company while ensuring customer needs are met efficiently. Beyond technical service, the CSE partners with sales to support business and maintains compliance through accurate documentation in systems like ServiceMax, ELN, Veeva, and EAMS. Success in this role requires strong troubleshooting skills, excellent communication, strong customer-facing skills and the ability to work independently in a fast-paced, regulated lab environment.
Job Responsibilities:
Install, maintain, validate and repair PerkinElmer and/or multivendor instrumentation at customer sites with bestin-class service
Provide scheduled and unscheduled corrective maintenance for customers including warranty services
within a prescribed time frame and established maintenance protocols
Deliver customer familiarization for instrument operation and maintenance
Communicate service offerings including training, support, software, laboratory services products and
field upgrades
Partner with our customers to understand their analytical workflow and applications
Support the local instrument sales representative(s) to help secure new instrument orders
Provide service that helps to drive the sale of new service agreements, service agreement upgrades and
instrument add-ons to existing service contracts
Display exceptional written and verbal communication skills and actively interface with peers and
customers
Develop organizational awareness of other functional groups and product lines
Demonstrate knowledge of and adherence to the installation, warranty, and service agreement
documentation standards
Contribute to account profitability through efficient execution and service delivery
Perform timely uploads and downloads of required service data to ensure the integrity of service
system(s)
Maintain assigned assets including: Company vehicle, tools, test equipment (MTE), telecommunication
equipment, assigned service parts inventory, etc.
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
Seek higher level certification through participation in company sponsored training & development
offerings
Position Description
Complete all administrative tasks to include but not limited to time reporting, assigned training, etc.
Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.
Use the Electronic Lab Notebook (ELN) to document service and qualification activities
Load the User/Operational Qualification (UOQ) documentation in Veeva
Request Work Orders (WO) in the platform and EAMS
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time.
Critical Skills:
Strong technical troubleshooting and diagnostic skills across multi-vendor laboratory instrumentation (GC, LC, IR, UV, LCMS, IC, HPLC, UPLC)
Software: Empower and Lab Advisor
Excellent written and verbal communication skills with a…