Customer Service Engineer

PerkinElmer’s purpose is to enable scientists, researchers, and clinicians to address their most critical challenges across science and healthcare. With a mission focused on innovating for a healthier world, we deliver unique solutions to serve diagnostics, life sciences, food and environmental markets.  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 by installing, maintaining and repairing PerkinElmer and/or multivendor instrumentation at customer sites with best-in-class service. 

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 where applicable 

• Deliver customer familiarization for instrument operation and maintenance 

• Partner with our customers to understand their analytical workflow and applications 

• 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: 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 

• Carry out all Environmental, Health and Safety functions at site to insure customer program requirements are met in support of LAMP program. 

Position Description 

• Complete all administrative tasks to include but not limited to time reporting, assigned training, etc. 

• 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:  

• ​​Adequate training to deliver Best in Class service for a variety of PerkinElmer and multivendor instrumentation platforms including but not limited to ISCOs, Incubators, Centrifuge and Millipore systems 

• ​Ability to work within ServiceMax (or other platform) to properly execute and document service events (WOs) in order to meet internal and customer approved metrics. 

• ​Proactive support of PerkinElmer and account specific Environmental, Health and safety program requirements 

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Basic Qualifications:  

• ​​​Bachelor’s degree in Scientific field or related discipline including military experience with 3+ years of relevant work experience, at least 1 of which was in laboratory and/or field service experience​ OR 

• ​​Associates degree in a Scientific field or related discipline including military experience with 5+ years of relevant work experience with at least 1 in laboratory and/or field service experience OR 

• ​High School Diploma (or equivalent) with 7+ years of relevant work experience with at least 1 in laboratory and/or field service experience OR 

Preferred Qualifications:  

• ​​Demonstrated ability to troubleshoot, repair, and provide qualification services 

• ​Exposure to analytical equipment, laboratory environment, and/or instrument control software  

• ​Vendor issued certification on relevant laboratory equipment 

• ​Knowledge of laboratory safety practices​ 

Working Environment:  

• Must be able to work in a laboratory, controlled environments requiring personal protective equipment (e.g., lab coat, safety glasses, etc.) 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   

• The person needs to 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 by this position include without limitation, the ability to observe details at close range distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus in order to perform the essential service functions of this position.     

• 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.  Duties may include identifying, handling, generating, accumulating, storing and labeling hazardous waste.   

• 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. 

The annual compensation range for this full-time position is $71,000 - 85,000. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.