Senior 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 TitleSenior Customer Support Engineer
Location(s)Waltham

Job Responsibilities:

• Install, maintain, validate and repair PerkinElmer and/or multivendor instrumentation at customer sites with best-in-class service
• Provide scheduled and unscheduled corrective maintenance for customers including warranty services within a prescribed time frame and established maintenance protocols
• Operate test equipment. This includes multimeters, frequency generators, and counters, galvanometers, digital logic probes, and oscilloscopes.
• Deliver customer familiarization for instrument operation and maintenance
• Track instrument and part reliability; make alternate service, supplier, and parts recommendations.
• Communicate service offerings including training, support, software, laboratory services products and field upgrades
• Partner with our customers to understand their analytical workflow and applications

• Support the local instrument sales representative(s) to help secure new instrument orders
• Provide service that helps to drive the sale of new service agreements, service agreement upgrades and instrument add-ons to existing service contracts
• 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 the 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: Company vehicle, tools, test equipment (MTE), telecommunication equipment, assigned service parts inventory, etc.
• Proactively develop technical and soft skills to maintain and enhance PerkinElmer’s value proposition to the customer
• Enhance PerkinElmer’s product quality by proactively reporting improvement opportunities via the quality notification process
• Complete higher level certification through participation in company sponsored training & development offerings
• 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.

Basic Qualifications:

• Bachelor’s degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related military experience and 5 plus years of direct experience repairing laboratory equipment
• Associate degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related military experience and 7 plus years of experience in the ability to troubleshoot, repair, and provide qualification services in a laboratory setting
• You must have the 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

Preferred Qualifications:

• Experience in GxP environments is a plus 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 be required to walk, stand, sit and talk or hear; 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 50 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
• Two or more years in servicing/working on HPLCs Able to work on GC and GCMS systems is a plus
• Sound knowledge of or ability to service GC, LC, IR, UV, LCMS, IC and other various lab equipment a plus
• Will be required to use company software along with MS Office Suite, Excel.
• Strong interpersonal skills; strong team player with customer satisfaction focus
• Knowledge of laboratory safety practices as defined by the Company and/or the customer’s site safety code
• 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 geographic needs this may require – two major disciplines)

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 $78,000.00 to $117,520.00. 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.