Senior Customer Service Engineer

PerkinElmer•Framingham, MA

26d•$85,000 - $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. Every day, PerkinElmer Service Engineers help their customers enhance the productivity of their laboratory processes and drive high levels of satisfaction by delivering effective customer support. As a Senior Service Team Member, you will represent the face of PerkinElmer and drive best-in-class customer service, responsiveness, and professionalism.

Requirements

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
Outstanding interpersonal, written, and verbal skills demonstrating the ability to communicate information clearly and accurately with others in a clear and concise manner.
Bachelor Degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related discipline including military experience plus 5 years direct experience with repair of laboratory equipment OR Associate Degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related discipline including military experience plus 7 years direct experience with repair of laboratory equipment OR High School Diploma plus 10+ years direct experience with repair of laboratory equipment

Nice To Haves

Experience using Microsoft 365
Detailed knowledge of analytical equipment, laboratory environment, and/or instrument control software
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
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

Responsibilities

Serve as primary support for the Site Leader for the overall operation of the site. This role will require a high level of self-management and completion of objectives.
Install, maintain, validate, and repair Agilent HPLC (1200 series, 1290 series), Waters UPLC (Acquity, H series, M series, Bio Inert series), Waters Mass Spec instrumentation within customer dept. with best-in-class service.
Provide troubleshooting, repair, and qualification services for customers including warranty services within a prescribed time frame and established maintenance protocols.
Deliver customer familiarization for instrument operation and maintenance to support customer instrumentation, primarily focused on departmental LC and mass spectrophotometer instrumentation and program requirements.
Communicate service offerings including training, support, software, laboratory services products and field upgrades
Partner with our customers to understand their analytical workflow and applications, and enhance the existing LAMP program offerings
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
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.
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time