Technical Customer Service Engineer
Home-based role requiring ability for frequent (70-80%) travel within the customer territory.
Job Responsibilities
* Install, maintain, validate and repair PerkinElmer and/or multivendor instrumentation at customer sites with best-in-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 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, and assigned service parts inventory.
* 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.
* Complete all administrative tasks on time.
* Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.
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 interpersonal skills; strong 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 operate personal computer to enter data and generate reports.
* Ability to communicate clearly and effectively with peers, managers, customers, and other technical support professionals.
Basic Qualifications
* Associate degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related military experience with 2+ years of experience.
* High School Diploma or equivalent with 5+ years of experience.
Preferred Qualifications
* Bachelor’s degree.
* Experience using Microsoft 365.
* 2+ years of laboratory and/or field service experience.
* Exposure to analytical equipment, laboratory environment, and/or instrument control software.
* Vendor-issued certification on relevant laboratory equipment.
* Knowledge of laboratory safety practices as defined by the Company and/or the customer’s site safety code.
Working Environment
* Must be able to work in a laboratory, controlled environments requiring personal protective equipment (e.g., lab coat, safety glasses) in laboratory.
* Job pace may be fast and job completion demands may be high.
* Must be able to remain in a stationary position more than 25% of the time.
* Occasionally move between labs, corridors, adjoining rooms, and buildings onsite. Frequently operate on instruments, 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 include ability to observe details at close range distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus to perform essential service functions.
* Occasionally operates a computer and other office machinery, such as a calculator, copy machine, and computer printer.
* Employee may be required to handle hazardous waste according to local, state, and federal regulations.
* Potential risk to lab-based hazards including but not limited to extreme temperature, biological materials, and hazardous chemicals.
* May be required to complete medical clearance, respiratory protection training, and fit testing to wear a respirator as protection against hazards present in the laboratory environment.
Seniority Level
Entry level
Employment Type
Full-time
Job Function
Information Technology
Industries
Biotechnology Research, Research Services, and Pharmaceutical Manufacturing
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