Associate Customer Support Engineer

PerkinElmer•Boston, MA

8d•Onsite

About The Position

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. This position will sit on-site at the Cambridge and Boston locations. 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. 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. Performs other duties as required. 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

Requirements

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
Experience performing maintenance and repairs on Waters LC and Agilent LC systems.
Associate degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, Information Technology or related discipline including military experience and 1+ years of experience OR High School Degree or equivalent with 3+ years of related experience

Nice To Haves

Bachelor’s degree
Experience performing maintenance and repairs on Waters LCMS and Agilent LCMS
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

Responsibilities

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.
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.
Performs other duties as required.
Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.