Customer Support Engineer (Upper Providence, PA)

About the role

We are seeking a highly motivated Senior Customer Support Engineer (CSE) to deliver essential on-site support as a member of our PerkinElmer team at a customer site. This role is a key component of our technical services support team, tasked with servicing a diverse array of multivendor laboratory equipment. Each day, PerkinElmer Senior Customer Support Engineers boost their customers’ laboratory productivity and ensure high satisfaction through expert service and support. In this position, you will represent PerkinElmer to our customers and play a vital role in mentoring and developing other service engineers.

This role works closely with the LIS Functional Lead and serves as the second point of contact within the LIS team for questions and concerns (exclusive of personnel and HR issues).

Responsibilities

• Provide system matter expert (SME) front-line support for the maintenance, qualification, and repair of multi-vendor scientific equipment.
• Diagnose and resolve multi-vendor scientific equipment problems that other engineers cannot resolve prior to calling for third-party assistance.
• Train other field engineers and customers in equipment solutions to limit downtime.
• Assist in driving the team toward zero service recalls.
• Support the Functional Lead in scheduling, assigning, and load-balancing scheduled and corrective calls.
• Ensure customer satisfaction by advising customers on preventive maintenance and configurations that may impact product performance.
• Complete administrative paperwork and computer reports promptly and accurately.
• Spearhead the Manage to Maintain initiative by consistently identifying, researching, and supporting the onboarding of new in-house supported equipment.
• Attend training on platforms with the intent of establishing in-house support and engineer training.
• Respond to customer requests for service and communicate proactively before, during, and after service.
• Aid leadership in writing, revising, and/or implementing processes and procedures.

Skills

• Ability to troubleshoot and problem-solve when training is limited.
• Technical writing.
• Exceptional interpersonal and coaching skills.
• Experience using Microsoft Suite (e.g., Outlook, Teams, Word, Excel).
• Effective communicator (e.g., audits, speaking with leadership).
• Self-motivated and ability to work under pressure to prioritize conflicting deadlines.
• Ability to work collaboratively with international counterparts to achieve global objectives.

Qualifications

Basic Qualifications

• Bachelor’s degree (or equivalent) in Engineering, Technical, or Science with 3+ years servicing laboratory equipment, OR
• Associate’s degree (or equivalent) in Engineering, Business, Technical, or Science with 4+ years servicing laboratory equipment, OR
• High School Diploma (or equivalent) with 5+ years of experience servicing laboratory equipment.

Preferred Qualifications

• Proven experience on a technical support team, preferably in a Pharmaceutical laboratory environment.
• Strong troubleshooting skills on multi-vendor equipment.

Working Environment

• Must be able to work in a laboratory, controlled environments 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 to perform service functions.
• Occasional lifting of up to 25 pounds (potential for occasional lifting of up to 50 pounds).

Pay

The annual compensation range for this full-time position is $80,000 to $100,000. 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.