Field Service Engineer

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

Field Service Engineer

Location(s)

Spain - Remote (Field Based)

Job Description

Purpose

To build a professional relationship with the client. Carrying-out preventive maintenance, repairs, installations, upgrades and related technical field work of the equipment. Selling of Instruments, accessories, consumables, contracts, software and upgrades to mainly our current customers.

Responsibilities

• You are responsible to uphold a professional relationship with the client as well as for the proper functioning (including maintenance) of instruments and devices.

• You will support users to use these devices optimally. The targets that have been agreed upon, efficient use of time and a good preparation of your own work are of great importance within this context.

• You will attend shows, training sessions and technical workshops and you take care of the associated (administrative) follow-up.

• The communication from the client to the customer service engineer will initially go through Customer Care (CC).

Operational Client relations

• Responsible for maintaining professional contacts with the client, relieving the client of any concern during all phases of the job with the goal of maintaining customer satisfaction in the area of service and support and enhancing the relationship with the client by identifying and reporting complaints.

• Responsible for communicating with the customer (with/via CC) about activities and providing information about schedules of planned and unplanned maintenance as well as providing product information. Training the users for the daily use of the instruments.

• Responsible for the identifying and reporting of passive and active customer queries from existing customers. Selling software upgrades and consumables. The registration of sales leads for sales purposes.

• Responsible for sending 'service orders' containing maintenance specifications to the customer.

Result: Achieving superior customer satisfactions that meet the objectives of PerkinElmer and lead generations to the set targets by the business.

Operational services

• Responsible for the execution of planned services, driven by the service organization from PerkinElmer.

• Responsible for the efficient planning of maintenance work making and other field activities to reach productivity goals set forth by the business. Scheduling and recording unscheduled maintenance as well as preparing these newly upcoming maintenance orders.

• Responsible for installing and correctly delivering of instruments and the fulfilment of warranty maintenance service contract obligations, as well as the provision of non-contractual maintenance and performing these tasks within the standard installation time, response time and 'first time fix'.

• Responsible for the assessment of equipment for compliance with the sales order (customer requirement), in accordance with the established procedure.

• Responsible for the on-site assessment of options to repair instruments making use of back up from Customer Care and Business Unit and advising the customer when it comes to replacement/repair and making proposals for instrument replacements.

• Looking for opportunities to get instruments on maintenance contracts and need of other equipment from our portfolio or accessories or consumables, as incentivised by the business.

• Responsible for checking that established procedures (installation visit, planned service visit, repair and sales visit) are executed and recorded in the computer system for the benefit of customer satisfaction and quality, within the set budgets.

Result: The achievement of the set KPI's, such as Work Orders per week and Down Time and keep the backlog of installation and repairs to the minimum and avoid past due preventative maintenances.

Development

• Responsible for keeping knowledge of Perkin Elmer and similar products in the market up-to-date. Examples include instruments, software and other peripherals.

• Participating in external and internal training courses in the field of technical and commercial skills, personal development and organisational development.

• Responsible for taking measures on behalf of oneself and the customer, regarding safety, health and environment.

• Providing an active contribution to meetings such as the service consultations.

Result: To maintain and develop knowledge and skills for your role as a professional advisor. Achievement of the set KPI's such as Call Back.

Basic Qualifications

• Engineering or similar mechanical and/or electrical technical degree.

• Minimum two years of relevant work experience.

• Driving license.

• Experience with databases.

• Customer oriented.

• Both independent as well as the ability to work in a team.

• Computer skills: Microsoft Office and CRM.

• Languages: Fluent in Spanish and English, spoken and written.

Preferred Characteristics

• Committed to Customers

• Focused on results

• Action Oriented