Sr Customer Service Engineer
About The Position
PerkinElmer Service Engineers help customers enhance laboratory-process productivity and satisfaction by delivering effective support. In this senior service role, you will represent PerkinElmer and provide responsive, professional customer service. The position requires a high degree of self-management and completion of objectives. You will install, maintain, validate, and repair specified liquid chromatography and mass spectrometry instruments, support other laboratory equipment within the agreed scope and your technical competency and training, and deliver troubleshooting, repair, qualification, familiarization, and warranty services. You will also partner with customers on workflows and applications, communicate service offerings, maintain service records and assigned assets, support account profitability, pursue technical development and certifications, and complete administrative and compliance tasks. The role is based in Boston and requires work in laboratory and controlled environments, including use of personal protective equipment. Work may be fast-paced with high completion demands. The position includes movement between laboratory areas, operation and servicing of instruments, occasional lifting, and potential exposure to laboratory hazards and hazardous waste. Travel by air, vehicle, or other transportation may be required according to business needs and territory/customer requirements. The annual compensation range for this full-time position is $80,000 to $120,000. Final base pay depends on factors including internal equity, work location, and the candidate’s qualifications, skills, experience, education, and training. PerkinElmer is an equal opportunity employer committed to a culturally diverse workforce.
Requirements
- Bachelor’s degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or a related discipline (military experience included), plus 5 years of direct experience repairing laboratory equipment; OR an associate degree in one of those fields (military experience included), plus 7 years of direct experience repairing laboratory equipment.
- Strong interpersonal skills and ability to work as a team member with a customer-satisfaction focus.
- Ability to follow written and verbal directions and understand technical bulletins and service manuals.
- Ability to work under time constraints and maintain alertness and concentration.
- Ability to work safely around potential electrical, chemical, radiologic, and biologic hazards using universal precautions.
- Ability to use a personal computer to enter data and generate reports.
- Clear and accurate written and verbal communication skills.
- Valid driver’s license.
- Ability to travel by air, vehicle, and/or other means as business requires.
- Ability to work in laboratory and controlled environments and use required personal protective equipment.
- Ability to remain stationary more than 25% of the time; occasionally move between laboratories, corridors, adjoining rooms, and buildings; and regularly bend, squat, stretch, and reach when servicing instruments.
- Ability to occasionally move or lift up to 25 pounds, with occasional lifting up to 50 pounds.
- Vision abilities including close-range observation, distance, color and peripheral vision, depth perception, and focus adjustment.
- Ability to handle hazardous waste as required by local, state, and federal regulations.
- May be required to complete medical clearance, respiratory protection training, and fit testing to wear a respirator.
Nice To Haves
- Experience using Microsoft 365.
- Detailed knowledge of analytical equipment, laboratory environments, and/or instrument control software.
- Vendor-issued certification on relevant laboratory equipment.
- Knowledge of laboratory safety practices defined by the company and/or customer-site safety code.
Responsibilities
- Install, maintain, validate, and repair Cytiva AKTA, Agilent HPLC (1200 and 1290 series), Waters UPLC (Acquity, H series, M series, and Bio Inert series), and Waters mass spectrometry instrumentation at customer departments.
- Support other laboratory equipment within the agreed service scope, customer requirements, technical competency, and training.
- Provide troubleshooting, repair, and qualification services, including warranty services, within prescribed time frames and established maintenance protocols.
- Deliver customer familiarization on instrument operation and maintenance, primarily for departmental LC and mass spectrometry instrumentation and program requirements.
- Communicate service offerings, including training, support, software, laboratory services products, and field upgrades.
- Work with customers to understand analytical workflows and applications and enhance existing LAMP program offerings.
- Follow installation, warranty, and service agreement documentation standards.
- Contribute to account profitability through efficient service execution and delivery.
- Upload and download required service data promptly to maintain the integrity of service systems.
- Maintain assigned assets, including tools, measurement and test equipment, telecommunications equipment, and service-parts inventory.
- Develop technical and interpersonal skills and seek higher-level certification through company-sponsored training and development.
- Report product-quality improvement opportunities through the quality notification process.
- Complete administrative tasks, including time reporting and assigned training.
- Maintain training and compliance related to health and safety, security, environmental, and operational aspects of daily work.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
