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Associate Customer Support Engineer

2 months ago

West Point, United States PerkinElmer Full time


Job Responsibilities

Primary role will focus on installs, repairs, maintenance, validation, and qualifications of multi-vendor equipment at customer site.Potential for 20% regional travel to support additional customer sites.Provide scheduled and unscheduled corrective maintenance for customers including warranty services within a prescribed time frame and established maintenance protocolsDeliver customer familiarization for instrument operation and maintenanceDrive toward zero service recallsMaintain updated documentation around dispatch, inventory and service support functions of the jobPerform timely uploads and downloads of required data to ensure the integrity of service system(s)Accountable for assigned company assets to include 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 customerSeek higher level certification through participation in company sponsored training & development offeringsComplete all administrative tasks to include but not limited to time reporting, LMS trainings, etc.Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environmentLiaise daily with other Scientific Services staff across all sites.Reports any scheduling failures to the local scheduler and or customer (as required) to reschedule.Performs all work in accordance with established safety procedures.Complies with all company policies and procedures and adhere to company standards.Escalates in a timely manner any issues or concerns that arise.Performs other duties as required.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time.

Critical Skills

Technical problem-solving skills and attention to detailStrong communication skills both written and verbal.Self-motivated and ability to work under pressure to balance conflicting deadlines.Initiative driven with proactive skill set to improve processes.Service orientated attitude combined with innovative thinking.Strong interpersonal skills; strong team player with customer satisfaction focusAdvanced MS Microsoft 365 skills including: Outlook, Teams, Word, ExcelExperience performing maintenance and repairs on Waters LC and Agilent LC systems.

Basic Qualifications:

Associate degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, Information Technology or related discipline including military experience and 1+ years of experience ORHigh School Degree or equivalent with 3+ years of related experience

Preferred Qualifications:

Bachelor’s degreeStrong understanding of GLP/GxP and/or experience working in a compliance driven environmentExcellent written and verbal communication skills.Knowledge and understanding of EHS procedures.Experience of working with CMMS databasesAbility to multitask and prioritize own workload.HPLC, UPLC, LCMS, single quad mass spec, or FSC experienceExposure to analytical equipment and/or lab environmentKnowledge of laboratory safety practicesVendor issued certification on relevant laboratory equipment

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 highMust 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.Potential risk to lab-based hazards including but not limited to extreme temperature, biological materials, hazardous chemicals.