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 Title

Customer Support Engineer

Location(s)

Merck (West Point) - Customer Site PA

Job Responsibilities:

• Install, maintain, validate and repair PerkinElmer and/or multivendor instrumentation at customer site with best-in-class service , with a focus on Waters and Agilent Liquid Chromatography product lines.
• Drive toward zero service recalls.
• Complete assigned preventive maintenance calls at customer sites within prescribed time frame and established performance standards.
• 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.
• Demonstrate knowledge of and adherence to the Installation, warranty, and service contract provisions to provide adequate billing information to the customer.
• Provide appropriate referral to other employees for answers to specific questions or to obtain product information
• 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: Computers, tools, test equipment, telecommunication equipment, personal service parts inventory, etc.
• Manage inventory levels to ensure that adequate supply and appropriate records are maintained
• 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
• 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:

• Excellent interpersonal, written, and verbal communication skills
• Technical problem-solving skills and attention to detail
• Experience with Waters and Agilent HPLC and UPLC instrumentation to support routine maintenance and repairs as needed.
• Excellent customer service skills complemented by an ability to listen to and interpret client requests.
• Aptitude for technical and practical matters.
• MS Office Skills: Outlook, PowerPoint, Word.
• Strong interpersonal skills; strong team player with customer satisfaction focus
• 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

Basic Qualification:

• Bachelor’s degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related military experience and 2 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 4 plus years of experience in the ability to troubleshoot, repair, and provide qualification services in a laboratory setting

Preferred Qualifications:

• Experience using Microsoft 365
• HPLC, UPLC, LCMS, single quad mass spec, or FSC experience
• Exposure to analytical equipment and/or lab environment
• Detailed knowledge of analytical equipment, laboratory environment, and/or instrument control software
• 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 driver’s license. While performing the duties of this position you must always maintain safe motor vehicle operation
• Vendor issued certification on relevant laboratory equipment
• Knowledge of laboratory safety practices as defined by the Company and/or the customer’s site safety code

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.

The annual compensation range for this full-time position is $65,000 to $97,240. 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.