Sr Customer Service Engineer

PerkinElmer•Boston, MA

1d•$80,000 - $120,000•Onsite

About The Position

PerkinElmer Service Engineers help customers enhance the productivity of laboratory processes and improve satisfaction through effective customer support. As a senior service team member, the Sr Customer Service Engineer represents PerkinElmer and delivers responsive, professional service. The role requires substantial self-management and completion of objectives. The engineer installs, maintains, validates, troubleshoots, repairs, and qualifies specified laboratory instrumentation at customer sites, delivers instrument familiarization, supports customer analytical workflows, and maintains service records, assigned assets, training, and compliance. The position may involve travel based on territory and customer needs, work in laboratory environments with personal protective equipment, and handling laboratory hazards and hazardous waste. The annual compensation range is $80,000 to $120,000.

Requirements

Bachelor's degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or a related discipline, including military experience, plus 5 years of direct laboratory equipment repair experience; OR an associate degree in one of these disciplines or a related discipline, including military experience, plus 7 years of direct laboratory equipment repair experience.
Strong interpersonal skills and a team-oriented approach focused on customer satisfaction.
Ability to follow written and verbal directions.
Ability to read 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 and ability to maintain safe motor vehicle operation.
Ability to work in laboratory and controlled environments using required personal protective equipment.
Ability to remain stationary for more than 25% of the time; move between labs and buildings; and bend, squat, stretch, and reach while servicing instruments.
Ability to occasionally move or lift up to 25 pounds, with potential occasional lifting of up to 50 pounds.
Vision abilities including close-range observation, distance, color and peripheral vision, depth perception, and ability to adjust focus.
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 as 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), Waters Mass Spec instruments, and other laboratory equipment within the agreed service scope.
Provide troubleshooting, repair, qualification, and warranty services within prescribed time frames and established maintenance protocols.
Deliver customer familiarization for instrument operation and maintenance, primarily for departmental LC and mass spectrophotometer instruments and program requirements.
Communicate service offerings, including training, support, software, laboratory services products, and field upgrades.
Partner 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 execution and service delivery.
Upload and download required service data in a timely manner to maintain service-system integrity.
Maintain assigned tools, test equipment (MTE), telecommunications equipment, and service-parts inventory.
Develop technical and interpersonal skills to maintain and enhance PerkinElmer's value proposition to customers.
Report product improvement opportunities through the quality notification process.
Pursue higher-level certification through company-sponsored training and development.
Complete administrative tasks, including time reporting and assigned training.
Maintain health, safety, security, environmental, and operational training and compliance.
Travel by air, vehicle, or other means as business requires and maintain safe motor vehicle operation.
Handle hazardous waste in accordance with applicable regulations when required.