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 - CA
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…