Senior Customer Service Engineer

PerkinElmer

78d • $95,000 - $113,000

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. We are seeking a highly motivated Senior Customer Support Engineer (CSE) to deliver essential on-site support as a member of our PerkinElmer team at a customer site. This role is a key component of our technical services support team, tasked with servicing a diverse array of multivendor laboratory equipment. Each day, PerkinElmer Senior Customer Support Engineers boost their customers’ laboratory productivity and ensure high satisfaction through expert service and support. In this position, you will not only represent PerkinElmer to our customers but also play a vital role in mentoring and developing other service engineers.

Requirements

• Bachelor’s degree (or equivalent) in Engineering, Technical, or Science with 3+ years servicing laboratory equipment, OR Associates degree (or equivalent) in Engineering, Business, Technical, or Science with 4+ years servicing laboratory equipment, OR High School Diploma (or equivalent) with 5+ years of experience servicing laboratory equipment.
• Ability to troubleshoot and problem-solve when training is limited.
• Technical writing skills.
• Exceptional interpersonal and coaching skills.
• Experience using Microsoft Suite (i.e. Outlook, Teams, Word, Excel).
• Effective communicator (e.g., audits, speaking with leadership).
• Self-motivated and ability to work under pressure to prioritize conflicting deadlines.
• Ability to work collaboratively with international counterparts to achieve global objectives.

Nice To Haves

• Proven experience on a technical support team, preferably in a Pharmaceutical laboratory environment.
• Strong troubleshooting skills on multi-vendor equipment.

Responsibilities

• Troubleshooting, repair, and maintenance of laboratory equipment.
• Work closely with LIS Functional Lead and serve as second point of contact within LIS team for questions and concerns.
• Provide system matter expert (SME) front line support for the maintenance, qualification, and repair of multi-vendor scientific equipment.
• Diagnose and resolve multi-vendor scientific equipment problems that other engineers cannot resolve prior to calling for third party assistance.
• Train other field engineers and customers in equipment solutions to limit downtime.
• Assist in driving the team towards zero service recalls.
• Support Functional Lead in scheduling and assigning and load balancing scheduled and corrective calls.
• Ensure customer satisfaction by advising customers on preventive maintenance and configurations, which may impact product performance.
• Complete administrative paperwork and computer reports promptly and accurately.
• Spearhead the Manage to Maintain initiative by consistently identifying, researching, and supporting onboarding of new in-house supported equipment.
• Attend training on platforms with the intent on establishing in-house support and engineer training.
• Be responsive to customer requests for service and communicate proactively before, during and after service.
• Aid leadership in writing, revising and/or implementing processes and procedures.

Benefits

• Annual compensation range of $95,000 to $113,000.
• Equal opportunity employer.
• Commitment to a culturally diverse workforce.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees