Customer Support Engineer

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.

Job TitleCustomer Support Engineer
Location(s)Customer Site - IN

Job Responsibilities:

Enhance the Customer Experience

• Install, maintain, validate and repair PerkinElmer and/or multivendor instrumentation at customer sites with best-in-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
• Ensure necessary customer records are properly maintained to track the service history for all  services performed on customer instruments.

Support your Team

• 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

Drive Organizational Growth

• 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.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job at any time.

Critical Skills:

• Leadership Skills required.
• Strong attention to detail
• Strong Administrative & Communication Skills required.

Basic Qualifications:

• Bachelor’s degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related military experience and experience in the ability to troubleshoot, repair, and provide qualification services in a laboratory setting
• Associate degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related military experience and experience in the ability to troubleshoot, repair, and provide qualification services in a laboratory setting
• Must have Agilent Technology minimum 5yrs experience servicing their HPLC systems & Mass Spec equipment line.
• You must have the ability to travel by air, vehicle and/or other means of transportation for training purposes.
• Must have a valid driver’s license. While performing the duties of this position you must always maintain safe motor vehicle operation

Preferred Qualifications:

• Minimum 5yr experience servicing Agilent Technology Gas Chromatography systems but not required.
• Experience in GxP environments is a plus the physical demands defined below are representative of those that must be met by an employee to successfully perform the essential functions of this job. 
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
• The employee will regularly be required to walk, stand, sit and talk or hear; to use hands to finger, handle, feel or operate objects, tools, or controls; and reach with hands and arms.
• The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl.
• The employee must frequently lift and/or move up to 50 pounds, and occasionally lift or move weights up to 100 pounds.
• Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus five 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
• Will be required to use company software along with MS Office Suite, Excel.
• Strong interpersonal skills; strong team player with customer satisfaction focus
• Knowledge of laboratory safety practices as defined by the Company and/or the customer’s site safety code
• 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
• Additionally, the ability to operate personal computer to enter data and generate reports, and communicate clearly and effectively with customers, peers, managers and other technical support professionals are critical to successful performance in this role
• Certification of company training on equipment in minimum of one major discipline (dependent upon geographic needs this may require – two major disciplines)

The annual compensation range for this full-time position is $58,760.00 to $78,000.00. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.

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.