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About this job

Job Title

Customer Support Engineer

Location(s)

United States, Upper Providence

Duties and Responsibilities:

  • Install, maintain, verify performance and repair PerkinElmer and other multivendor equipment at customer sites ensuring best-in-class service within established time frame and assigned geographical area
  • Drive toward zero service recalls for any reason
  • Provide scheduled preventative maintenance and all warranty services which apply to the products covered under the agreement with the customer
  • 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 secure new instrument orders
  • Contribute to account profitability through billable labor/travel orders, parts orders, support orders, billable install orders, and consumables
  • Provide appropriate referral to other employees for answers to specific questions or to obtain product information
  • Maintain up to date electronic and repair documentation for dispatch, inventory and service support functions of the job
  • Perform timely uploads and downloads of required data to ensure the integrity of the service system
  • Accountable for assigned company assets to include: Computers, tools, test equipment, telecommunication equipment, personal service parts inventory, etc.
  • Manage inventory levels to ensure that adequate supply and appropriate records are maintained
  • Take an active role in developing technical skills and soft skills to main
  • Seek higher level certification through participation in company sponsored training & development initiatives

Qualifications:

  • Bachelor's degree or equivalent in Biology, Chemistry, Electronics or related discipline
  • Demonstrated ability to troubleshoot, repair, and provide qualification services
  • Strong interpersonal skills; strong team player with customer satisfaction focus
  • Knowledge of laboratory safety practices as defined by the Company and/or the customer's site safety code
  • Qualifications:

  • Bachelor's degree or equivalent in Biology, Chemistry, Electronics or related discipline
  • Demonstrated ability to troubleshoot, repair, and provide qualification services
  • Strong interpersonal skills; strong team player with customer satisfaction focus
  • Knowledge of laboratory safety practices as defined by the Company and/or the customer's site safety code
  • 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
  • Additionally the ability to operate personal computer to enter data and generate reports, and communicate clearly and effectively with customers, peers, managers and other technical support professionals are critical to successful performance in this role
  • Certification of company training on equipment in minimum of one major discipline (dependent upon geographic needs this may require - two major disciplines)

Other Requirements:

  • Experience in GxP environments is a plus
  • The physical demands defined below are representative of those that must be met by an employee to successfully perform the essential functions of this job
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
  • 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

PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. PerkinElmer is committed to a culturally diverse workforce.