Field Support Technician

2 days ago

Rockville, United States Russell Tobin Full time

Job title: Field Support Technician

Location: Rockville MD 20850 (ON SITE)

Pay Rate: $25 – 28/hour on W2

Job Type: 12 Months Contract Role

Shift: Monday to Friday 07:30 AM to 04:00 PM


Job Description:

The Customer Support Engineer is responsible for maintaining a high standard of professional customer support. In this role, the Customer Support Engineer will act as the face for the company, making sure our customer needs are met in a timely and efficient manner.


Job Responsibilities:

Install, maintain, validate and repair and/or multivendor instrumentation at customer site with best-in-class service

Drive toward zero service recalls.

Complete 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 referrals to other employees for answers to specific questions or to obtain product information

Maintain up to date electronic and repair documentation for dispatch, inventory and service support functions of the job

Perform timely uploads and downloads of required data to ensure the integrity of the service system

Accountable 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 maintained

Take an active role in developing technical skills and soft skills to maintain and enhance PerkinElmer’s value proposition to the customer

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

Complete all administrative tasks to include but not limited to time reporting, assigned training, etc

Maintain training and compliance in the areas of health and safety, security, environmental and operational aspects of daily activities in the working environment

Interaction level with Management/Team Members:


Qualifications/years of experience:

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 setting

Must Haves:

Aptitude for technical and practical matters.

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, maintain alertness and concentration, work safely with potential electrical, chemical, radiologic, and biologic hazards using universal precautions

MS Office Skills: Outlook, PowerPoint, Word.


Preferred Qualifications:

Experience using Microsoft 365

Detailed knowledge of analytical equipment, laboratory environment, and/or instrument control software

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

Vendor issued certification on relevant laboratory equipment

Knowledge of laboratory safety practices as defined by the Company and/or the customer’s site safety code


Working Environment:

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


Soft Skills Needed:

Excellent interpersonal, written, and verbal communication skills

Technical problem-solving skills and attention to detail

Excellent customer service skills complemented by an ability to listen to and interpret client requests.


“Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.”

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