Sr. Customer Support Engineer

Title: Sr. Customer Support Engineer

Description: Job Description Summary:
PerkinElmers purpose is to enable scientists, researchers, and clinicians to address their most critical challenges across science and healthcare. With a mission focused on innovating for a healthier world, we deliver unique solutions to serve the diagnostics, life sciences, food and environmental markets.

Our Customer Support Engineer is responsible for maintaining a high standard of professional customer support. In this role, the Customer Support Engineer will act as the face for the company, making sure our customer needs are met in a timely and efficient manner.

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

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 PerkinElmers value proposition to the customer
• Enhance PerkinElmers 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.

Critical Skills:
• 2+ years of servicing LC, LCMS systems including ability to troubleshoot, repair, and provide qualification services.
• High mechanical affinity and willingness to troubleshoot issues on various equipment including, but not limited to, HPLCs, FPLCs, liquid handlers, centrifuges, incubators, etc.

Basic Qualifications:
• Bachelors degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related military experience and 4 plus years of experience in the ability to troubleshoot, repair, and provide qualification services in a laboratory setting OR
• Associate degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related military experience and 6 plus years of experience in the ability to troubleshoot, repair, and provide qualification services in a laboratory setting
• You must have the 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 drivers license. While performing the duties of this position you must always maintain safe motor vehicle operation

Preferred Qualifications:
• 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 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 customers 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)

Working Environment:

• Must be able to work in a laboratory, controlled environments requiring personal protective equipment (e.g., lab coat, safety glasses, etc.) in laboratory.

• Job pace may be fast and job completion demands may be high.

• Must be able to remain in a stationary position more than 25% of the time

• The person needs to occasionally move between labs, corridors, adjoining rooms, and buildings onsite Frequently operate on instruments, objects, tools or controls, which will require regularly bending, squatting, stretching and reaching in order to perform in a service function.

• Occasionally move or lift up to 25 pounds (potential for occasional lifting of up to 50 pounds).

• Specific vision abilities required by this position include without limitation, the ability to observe details at close range distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus in order to perform the essential service functions of this position.

• Occasionally operates a computer and other office machinery, such as a calculator, copy machine, and computer printer.

• Employee may be required to handle hazardous waste according to local, state, and federal regulations. Duties may include identifying, handling, generating, accumulating, storing and labeling hazardous waste.

• Potential risk to lab-based hazards including but not limited to extreme temperature, biological materials, and hazardous chemicals.

• May be required to complete Medical Clearance, Respiratory Protection Training, and Fit Testing to wear a respirator as protection against hazards present in the laboratory environment

Skills:

You will receive the following benefits:

• Medical Insurance - Four medical plans to choose from for you and your family
• Dental & Orthodontia Benefits
• Vision Benefits
• Health Savings Account (HSA)
• Health and Dependent Care Flexible Spending Accounts
• Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance
• Hospital Indemnity Insurance
• 401(k) including match with pre and post-tax options
• Paid Sick Time Leave
• Legal and Identity Protection Plans
• Pre-tax Commuter Benefit
• 529 College Saver Plan

Motion Recruitment Partners (MRP) is an Equal Opportunity Employer. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under MRP’s Employment Accommodation policy. Applicants need to make their needs known in advance.