Sr. 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

Sr. Customer Support Engineer

Location(s)

Spain - Remote (Field Based), Tres Cantos (Madrid)

The Customer Support Engineer (CSE) performs installation, maintenance, Instrument Performance Validation (IPV), Qualification (OQ) and repairs on instruments installed at the customer site, providing application support and taking care of the customer satisfaction. They services PerkinElmer and/or other brands analyzers, attending technical trainings in Spain or abroad. Most of the customers are Pharma, so high standard of professionalism are needed during the job and filling documentation that will be provided to the customer.

The Customer Support Engineer will work along with the Sales Team, so they have to keep high customer commitment promoting new deals and increasing the business.

The main product groups that will be supported are inorganic systems (AA, ICP, MS) with the possibility of operating on different product lines like Chromatography (GC, HPLC) according to the specific business needs.

• Perform in field activities based on calls scheduling and in accordance to Team Leader and Customer Care, providing service on the instruments and all related accessories.
• Provides all needed information to End User about all instruments lines under his/her responsibility.
• Basic application support has to be provided to the customer.
• Keep in contact with all the customers under his/her responsibility.
• Perform all maintenance activities within the due date.
• Keep himself/herself updated through the new service documentation in last released version.
• He/she also ensures that the additional documentation he/her uses (e.g. Safety Manual, etc.) complies with the Quality Management System
• Actively shows that he/she’s pursuing all team and corporate objectives.
• Keep strong relation with Product Specialists, Technical Support and Account Managers.
• Use and keep update on daily basis all data present in the CRM system (Service Max) in accordance with the Company KPI.
• CSE technical and soft skills will be developed by a specific goal setting plan, in accordance with the Company culture.

Technical Skills Required:

• 3-5 years Field service experience.
• Knowledge of electronics preferably acquired in a high-tech environment, together with an understanding of the applications of analytical instruments.
• Good technical and analytical skills on laboratory instrumentation.
• Strong problem solving and independent working skills.
• Communication ability that allows him to interface with customers at different levels, providing them with information, technical data and any support required.
• Ease of interfacing with the various figures within the Corporate, also in English. Training will be provided in English.
• Strong orientation towards customer satisfaction.

Education and requirements

• Bachelor and/or Master's degree in chemical-biological or electrotechnical disciplines or equivalent
• Spanish driving license level B or higher.
• Languages: Spanish and English.