Customer Support Engineer

2 weeks ago

Boston, United States PerkinElmer Full time

Job Responsibilities:

Installation, Maintenance & Repair.

Install, maintain, verify performance and repair PerkinElmer equipment at customer sites ensuring best-in-class service within established time frame and assigned geographical area or site. 

Drive toward zero service recalls.Completes 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 informationMaintain up to date electronic and repair documentation for dispatch, inventory and service support functions of the jobPerform timely uploads and downloads of required data to ensure the integrity of the service systemAccountable 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 maintainedTake an active role in developing technical skills and soft skills to maintain and enhance PerkinElmer’s value proposition to the customerSeek higher level certification through participation in company sponsored training & development initiativesComplete all administrative tasks to include but not limited to time reporting, assigned training, etcMaintain 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 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 settingYou 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 precautionsAdditionally, 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 timeThe 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. Position DescriptionPotential 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 $68,760.00 to $87,360.00. 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.

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