Customer Service 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 Title

Customer Service Engineer

Location(s)

Merck (Boston) - Customer Site MA

Critical Skills:

• Enter critical skills desired for this position. Hitting Enter will provide the next bullet point.

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 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

• 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

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 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 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

The annual compensation range for this full-time position is $75000 to $97,000. 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. 

Job Responsibilities

Install, maintain, validate and repair PerkinElmer and/or multivendor instrumentation at customer sites with bestin-class service

• Provide scheduled and unscheduled corrective maintenance for customers including warranty services

within a prescribed time frame and established maintenance protocols

• Deliver customer familiarization for instrument operation and maintenance

• 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

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

offerings

Position Description

• 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.

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.