Customer Support Engineer
Topeka, Kansas | Jefferson City, Missouri
Responsibilities
Location Topeka, KansasUS Job ID REQ-050072Key Responsibilities
Enhance the Customer Experience
Install, maintain, validate and repair PerkinElmer and/or multivendor instrumentation at customer sites 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
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 your Team
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
Drive Organizational Growth
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 to include but not limited to time reporting, assigned training, etc.
Outstanding interpersonal, written and verbal skills demonstrating the ability to communicate information clearly and accurately with others in a clear and concise manner.
Basic Qualifications:
Associate degree in applied science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related military experience.
2 plus years of experience with servicing equipment in a laboratory setting
Preferred Qualifications:
Bachelor’s degree
Experience using Microsoft 365
2+ years of laboratory and/or field service experience
Exposure to analytical equipment, laboratory environment, and/or instrument control software
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
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
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 is critical to successful performance in this role
Other Requirements:
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.
Demonstrated ability to troubleshoot, repair, and provide qualification services
Must have a valid driver’s license. While performing the duties of this position you must always maintain safe motor vehicle operation
Physical Demands:
Must be able to remains in a stationary position more than 25% of the time.
The person in this position needs to occasionally move inside and outside labs
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.
Regularly move or lift up to 25 pounds and occasionally move or lift up to 100 pounds
Specific vision abilities required by this position include without limitation, the ability to observe details at close range (within a few feet of the instrument), 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
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.