Customer Service Engineer

About the role

As a Customer Support Engineer, you will act as the face of PerkinElmer, ensuring our customer needs are met in a timely and efficient manner by installing, maintaining, and repairing PerkinElmer and/or multivendor instrumentation at customer sites with best-in-class service.

Responsibilities

• Install, maintain, validate, and repair PerkinElmer and/or multivendor instrumentation at customer sites.
• Provide scheduled and unscheduled corrective maintenance for customers, including warranty services where applicable.
• Deliver customer familiarization for instrument operation and maintenance.
• Partner with customers to understand their analytical workflow and applications.
• Display exceptional written and verbal communication skills and actively interface with peers and customers.
• Develop organizational awareness of other functional groups and product lines.
• Demonstrate knowledge of and adherence to 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 tools, test equipment (MTE), telecommunication equipment, and assigned service parts inventory.
• Proactively develop technical and soft skills to maintain and enhance PerkinElmer’s value proposition to the customer.
• Seek higher-level certification through participation in company-sponsored training and development offerings.
• Carry out all Environmental, Health, and Safety functions at site to ensure customer program requirements are met in support of the LAMP program.
• Complete all administrative tasks, including but not limited to time reporting and assigned training.
• Maintain training and compliance in areas of health and safety, security, environmental, and operational aspects of daily activities.

Requirements

• Adequate training to deliver best-in-class service for a variety of PerkinElmer and multivendor instrumentation platforms, including but not limited to ISCOs, Incubators, Centrifuge, and Millipore systems.
• Ability to work within ServiceMax (or other platform) to properly execute and document service events (WOs) to meet internal and customer-approved metrics.
• Proactive support of PerkinElmer and account-specific Environmental, Health, and Safety program requirements.

Qualifications

• Bachelor’s degree in a Scientific field or related discipline (including military experience) with 3+ years of relevant work experience, at least 1 of which was in laboratory and/or field service experience.
• OR Associates degree in a Scientific field or related discipline (including military experience) with 5+ years of relevant work experience, at least 1 of which was in laboratory and/or field service experience.
• OR High School Diploma (or equivalent) with 7+ years of relevant work experience, at least 1 of which was in laboratory and/or field service experience.

Preferred Qualifications

• Demonstrated ability to troubleshoot, repair, and provide qualification services.
• Exposure to analytical equipment, laboratory environment, and/or instrument control software.
• Vendor-issued certification on relevant laboratory equipment.
• Knowledge of laboratory safety practices.

Working Environment

• Must be able to work in a laboratory or controlled environment requiring personal protective equipment (e.g., lab coat, safety glasses).
• 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.
• Occasional movement between labs, corridors, adjoining rooms, and buildings onsite.
• Frequent operation of instruments, objects, tools, or controls, requiring regular bending, squatting, stretching, and reaching.
• Occasional lifting of up to 25 pounds (potential for occasional lifting of up to 50 pounds).
• Specific vision abilities required include close-range detail observation, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Occasional operation of a computer and other office machinery (e.g., calculator, copy machine, printer).
• May be required to handle hazardous waste according to local, state, and federal regulations.
• Potential exposure to lab-based hazards, including extreme temperatures, biological materials, and hazardous chemicals.
• May require Medical Clearance, Respiratory Protection Training, and Fit Testing to wear a respirator as protection against hazards in the laboratory environment.

Pay

The annual compensation range for this full-time position is $71,000 - $85,000. The final base pay offered will be determined by factors including internal equity, work location, and individual qualifications such as job-related skills, experience, and relevant education or training.