Customer Support Engineer / Field Service Engineer (FL)

PerkinElmer’s purpose is to enable scientists, researchers, and clinicians to address their most critical challenges across science and healthcare. With a mission focused on innovating for a healthier world, we deliver unique solutions to serve the diagnostics, life sciences, food and environmental markets.

Every day, PerkinElmer Service Engineers help their customers enhance the productivity of their laboratory processes and drive high levels of satisfaction by delivering effective customer support. As a Service Team Member, you will represent the face of PerkinElmer and drive best-in-class customer service, responsiveness, and professionalism.

The travel will be 50-70 % in Florida, and then some in the Caribbean so a passport will be needed. This position will be traveling mostly in the Orlando/Tampa area.

You will need 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.  You must have a valid driver’s license and passport. While performing the duties of this position you must always maintain safe motor vehicle operation.

Key Responsibilities:

Enhance the Customer Experience

• Excel at the installation, maintenance, validation and repair PerkinElmer and/or multivendor instrumentation at customer sites with best-in-class service
• Deliver customer training for instrument operation and user maintenance
• Serve as a member of the remote technical resolution team
• Partner with our customers to understand their analytical workflow and applications
• Communicate service offerings including training, support, software, laboratory services products and field upgrades
• Outstanding interpersonal, written and verbal skills demonstrating the ability to communicate information clearly and accurately with others in a clear and concise manner.

Support your Team

• Mentor and develop Customer Support Engineers in both technical and soft skills
• 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
• Review service contract offerings and deliverables
• Understand and leverage organizational awareness of other functional groups and product lines to support your customers and team members

Drive Organizational Growth

• Contribute to account profitability through efficient service delivery and execution
• Excel with technical acumen and testing equipment
• Serve as an example of efficiency in all assigned administrative tasks
• Enhance PerkinElmer’s product quality by proactively reporting improvement opportunities via the quality notification process
• Demonstrated experience in instrumentation troubleshooting, repair, and qualification services
• 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:

• Bachelor’s degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related military experience
• 2+ years of laboratory and/or field service experience with instrumentation

Preferred Qualifications:

• Master’s Degree
• 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
• 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

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

• Vendor issued certification on relevant laboratory equipment
• Experience using Microsoft 365 and other business software platforms
• Has demonstrated experience in handling advanced and complicated technical and interpersonal escalations
• Demonstrated ability to drive miscellaneous business projects through completion

Other Requirements:

• 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