Customer Support Engineer

Boston, MA, United States

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 (Boston) - Customer Site MA

This position will sit on-site at the Cambridge and Boston locations.

Job Responsibilities:

Install, maintain, validate and repair PerkinElmer and/or multivendor instrumentation at customer site 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

Communicate service offerings including training, support, software, laboratory services products and field upgrades

Partner with our customers to understand their analytical workflows 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

Develop an understanding of other functional groups activities and responsibilities

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

Seek higher level certification through participation in company sponsored training & development offerings

Complete all administrative tasks on time

Work safely with potential electrical, chemical, radiologic, and biologic hazards using universal precautions

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: 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

Ability to operate personal computer to enter data and generate reports

Ability to communicate clearly and effectively with peers, managers, customers, and other technical support professionals

Experience performing maintenance and repairs on Waters LC and Agilent LC systems.

Basic Qualifications: Associate degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related military experience with 2+ years of experience in equipment maintenance/repair OR

High School Diploma or equivalent with 5+ years of experience in equipment maintenance/repair

Preferred Qualifications: Experience performing maintenance and repairs on Waters LCMS and Agilent LCMS

Experience using Microsoft 365

2+ years of laboratory and/or field service experience working with analytical equipment

Vendor-issued certification on relevant laboratory equipment

General knowledge of laboratory safety practices

Working Environment Must be able to work in a laboratory, controlled environments requiring personal protective equipment (e.g., lab coat, safety glasses, etc.).

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, hazardous chemicals.

May be required to complete Medical Clearance, Respiratory Protection Training, and Fit Testing to wear a respirator as protection against animal allergens where animals are present in the laboratory environment.

The annual compensation range for this full-time position is $65,000.00-97,240.00 USD Annual. 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.

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