We are looking for a highly motivated Customer Support Engineer to providing expert service and support to customers at customer site. Suggests and delivers services and support which includes direct installation, maintenance and repair of multi-vendor lab equipment, validation services, IQ/OQ and service agreements. Represents the face of PerkinElmer to the customer and drives repeat purchases and long-term satisfaction by best-in-class responsiveness and professionalism in all customer interactions.
Primary role will focus on installs, repairs, maintenance, validation, and qualifications of multi-vendor equipment at customer site.
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
Drive toward zero service recalls
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 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
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..
Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment
Liaise daily with other Scientific Services staff across all sites.
Reports any scheduling failures to the local scheduler and or customer (as required) to reschedule.
Performs all work in accordance with established safety procedures.
Complies with all company policies and procedures and adhere to company standards.
Escalates in a timely manner any issues or concerns that arise.
Critical Skills
Technical problem-solving skills and attention to detail
Strong communication skills both written and verbal.
Self-motivated and ability to work under pressure to balance conflicting deadlines.
Initiative driven with proactive skill set to improve processes.
Service orientated attitude combined with innovative thinking.
Strong interpersonal skills; strong team player with customer satisfaction focus
Advanced MS Microsoft 365 skills including: Outlook, Teams, Word, Excel
Basic Qualifications:
Bachelor’s degree (or equivalent) in Engineering, Technical, or Sciences with 1+ year(s) in a technical field OR
Higher National Diploma (HND) (or equivalent) in Engineering, Technical, or Sciences with 2+ year(s) of experience in a technical field OR
A Level (or equivalent) in Engineering, Technical, or Sciences with 3+ year(s) of experience in a technical field OR
General Certificate of Secondary Education (GCSE) with 4+ years of experience in a technical field
Preferred Qualifications:
HPLC, UPLC, LCMS, single quad mass spec, or FSC experience
Exposure to analytical equipment and/or lab environment
Strong understanding of GLP/GxP and/or experience working in a compliance driven environment
Excellent written and verbal communication skills.
Knowledge and understanding of EHS procedures.
Experience of working with CMMS databases
Ability to multitask and prioritize own workload.
HPLC, UPLC, LCMS, single quad mass spec, or FSC experience
Exposure to analytical equipment and/or lab environment
Knowledge of laboratory safety practices
Vendor issued certification on relevant laboratory equipment