Customer Service Engineer

PerkinElmer • Richmond, VA

6d • $75,000 - $95,000 • 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.
Our Customer Service Engineer delivers best-in-class installation, maintenance, and repair services for PerkinElmer and multivendor laboratory instrumentation at customer sites, serving as the face of the company while ensuring customer needs are met efficiently. Beyond technical service, the CSE partners with sales to support new instrument orders and service agreements and maintains compliance through accurate documentation in systems like ELN, Veeva, and EAMS. Success in this role requires strong troubleshooting skills, excellent communication, and the ability to work independently in a fast-paced, regulated lab environment.

Requirements

• Strong technical troubleshooting and diagnostic skills across laboratory instrumentation (GC, LC, IR, UV, LCMS, IC, HPLC)
• Excellent written and verbal communication skills with a strong customer service orientation
• Working knowledge of GxP documentation standards and regulated laboratory quality systems
• Proficiency with service and quality platforms including ELN, Veeva, and EAMS
• Strong organizational and time-management skills to balance service schedules, documentation, and administrative reporting
• Ability to work independently at customer sites while collaborating cross-functionally with Sales, Quality, and Workplace Solutions teams
• Bachelor’s degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related military experience and 2 plus years of experience in the ability to troubleshoot, repair, and provide qualification services in a laboratory setting OR Associate degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related military experience and 4 plus years of experience in the ability to troubleshoot, repair, and provide qualification services in a laboratory setting
• You must have the ability to travel by air, vehicle and/or other means of transportation as business requires. Travel will vary depending on territory requirements and/or customer base.
• Must have a valid driver’s license. While performing the duties of this position you must always maintain safe motor vehicle operation

Nice To Haves

• Experience in GxP environments is a plus
• Two or more years in servicing/working on HPLCs
• Able to work on GC and GCMS systems is a plus
• Sound knowledge of or ability to service GC, LC, IR, UV, LCMS, IC and other various lab equipment a plus

Responsibilities

• Install, maintain, validate and repair PerkinElmer and/or multivendor instrumentation at customer sites with bestin-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 our 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, assigned service parts inventory, etc.
• 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 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.
• Use the Electronic Lab Notebook (ELN) to document service and qualification activities
• Load the User/Operational Qualification (UOQ) documentation in Veeva
• Request Work Orders (WO) in the platform and EAMS

Benefits

• PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. PerkinElmer is committed to a culturally diverse workforce.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree