Customer Support Engineer

Position Title: Customer Support Engineer
Location: Cambridge/Lexington, MA
Type of Assignment: Fulltime

Job Description:

Job Purpose: 
Helps PerkinElmer customers enhance the productivity of their laboratory processes and drives high levels of customer satisfaction by providing expert service and support to customers within an assigned geographic area.  Suggests and delivers services and support which includes direct installation, maintenance and repair of PerkinElmer Life and Analytical Sciences products, validation services, IQ/OQ and service agreements. Represents the face of PerkinElmer to the customer and drives repeat purchases and long term satisfaction by best-in-class responsiveness and professionalism in all customer interactions. 
 
Responsibilities:
 
1)Installation, Maintenance & Repair
Install, maintain, verifiy performance and repair laboratory equipment at customer sites ensuring best-in-class service within established time frame and assigned geographical area.  Drive toward zero service recalls for any reason. Provide scheduled preventative maintenance for contract customers, remedial maintenance for non-contract customers billed at an hourly rate and all warranty services which apply to our products in the field. Complete assigned preventive maintenance calls at customer sites within prescribed time frame and established performance standards.   Demonstrate knowledge of and adherence to the Installation, warranty, and service agreement provisions to provide adequate billing information to the customer.
Specifically: 1-5 years of experience in laboratory environment or associated field.  *Knowledge of service management systems such as Maximo, SAP, Service Max, etc.  Knowledge of GMP requirements and analytical instrumentation.  Prior metrology or Analytical instrument experience to include: HPLC, GC, MS, Centrifuge, Liquid Handling, Balances, PCRs, Spectrophtometers, calibration equipment, etc.  Experience with method development and analytical chemistry or life sciences research preferred.
 
2)Business Development
Drive the sale of new service agreements, service agreement upgrades and instrument add-ons to existing contracts. Encourage customers to purchase training, support, software, laboratory services products and field installed computer hardware upgrades.  Assist and support local sales representative secure new instrument orders.  Contribute to account profitability through billable labor/travel orders, parts orders, support orders, billable install orders, and consumables. Provide appropriate referral to other employees for answers to specific questions or to obtain product information.
 
3)Information/Asset Management
Maintain up to date electronic and repair documentation for dispatch, inventory and service support functions of the job.  Perform timely uploads and downloads of required data to ensure the integrity of the service system. Accountable for assigned company assets to include:  tools, test equipment, telecommunication equipment, personal service parts inventory, etc.  Manage inventory levels to ensure that adequate supply and appropriate records are maintained.
 
4)Continuous Skill Development
Take an active role in developing technical skills and soft skills to maintain and enhance PerkinElmer's value proposition to the customer. Seek higher level certification through participation in company sponsored training & development initiatives. 
 
 
Qualifications, Skills & Experience:
 

• Bachelor's degree in Sciences (Chemistry, Biology, etc.) or equivalent military education/training or Science/Electronics based Associates Degree with 2 years' experience servicing pharma related equipment, or 6 or more years' experience servicing or operating pharma instruments, equivalent work experience and a minimum of 3 years related hands-on Pharma experience. 
• Demonstrated ability to troubleshoot, repair, and provide qualification services
• Additional service skills on other products (LC) is a strong plus
• Strong interpersonal skills; strong team player with a customer satisfaction focus
• Valid driver's license.  While performing the duties of this job, the employee must safely operate a motor vehicle as evidenced by a good driving record.
• Knowledge of laboratory safety practices as defined by the Company and/or the customer's site safety code.
• OEM training and certification in the instrumentation listed or equivalent
• Additional requirements include the 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 client needs this may require - two major disciplines).

 
Work Conditions:
 
Lab Environment (may need to follow Personal Protective Equipment and Safety Polices); Office Environment.
 
Physical Requirements:
 

• 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 require walking, standing, sitting and talking or hearing; 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 25 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.