PerkinElmer is a global leader committed to innovation for a healthier world. The company is a leading force in the development, production, marketing, servicing, and supporting of laboratory instrumentation and ancillary services throughout the world.
This is a field based position that covers (but not limited to) NJ/Long Island NY and the surrounding areas. The product line focus will be our Environmental Health business – The product lines will include but not limited to GC and GC/MS product lines.
Purpose
The Sr. Customer Support Engineer helps PerkinElmer customers enhance the productivity of their laboratory processes and drives high levels of customer satisfaction by performing maintenance, repair and validations of the instrumentation. The Sr. Customer Support Engineer represents the face of PerkinElmer to the customer and fosters business expansion by providing ‘best-in-class’ responsiveness and professionalism in all customer interactions. This also includes key account expansion, sale of new maintenance contracts, upgrades, customer training classes and new instrument sales leads.
Key Responsibilities
Maintenance & Repair: Install, Maintain, verifiy performance of equipment at customer sites ensuring best-in-class service within established time frame and assigned geographical area or site. Drive toward zero service recalls. Completes 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 warranty, and service contract provisions to provide adequate billing information to the customer.
Business Development: Drive the sale of new maintenance contracts, maintenance agreement upgrades and instrument add-ons to existing contracts. Encourage customers to purchase training, support, software and field installed computer hardware upgrades. Assist and support local sales representative secure new instrument orders. Contribute to account profitability through billable labor/travel orders, parts orders, support orders, billable install orders, and consumables. Provide appropriate referral to other employees for answers to specific questions or to obtain product information.
Information/Asset Management: 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: Company vehicle, tools, test equipment, telecommunication equipment, personal service parts inventory, etc. Manages inventory levels to ensure that adequate supply and appropriate records are maintained.
Continuous Self Development: 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 with the goal of becoming a Field Service Specialist with added responsibilities and higher skill set.
Basic Requirements
- The ideal candidate will hold a Bachelor’s degree in chemistry, electronics or a related discipline with 3-4 years of experience. (or equivalent work experience in field service)
- Must have a driver license and able to travel.
- Requirement to live or relocate to North Jersey – Long Island NY area
- GC/GCMS, Headspace operation and/or service experience
Preferred Requirements:
- Overnight stays will be required on as needed bases.
- Hands on service skills and experience.
Additional valued experience
- GMP/GLP compliance rigor and attention to detail
- Training development and execution experience
- Business development/ownership skills
- Knowledge of Chrom Data systems including Totalchrom, Empower, Chem Station or equivalent
Diversity is foundational to PerkinElmer and we know that hiring talent with different backgrounds will provide a greater impact for our customers and a more inclusive workplace for our team. Our commitment to creating a culturally diverse workplace is REAL! We know that it’s the people that make PerkinElmer a wonderful, enriching place to work that is why we are always searching for talented and motivated individuals to join the PerkinElmer Family.
So what’s in it for you?
CAREER DEVELOPMENT
We create a customized development plan to help you achieve your career goals. We partner with you to build a long and rewarding career by providing:
- On-the-job training
- Mentoring relationships
- Ongoing career development planning
- Company and external training programs
- Opportunities for internal career mobility
COLLABORATIVE CULTURE
Our company fosters innovation, knowledge sharing, and teamwork for long-term success. We are committed to the development of your career, giving you opportunities to learn and grow. Simply put, we make a difference for you, so you can make a difference in the world.
GLOBAL IMPACT
We are passionate about our work and the benefits we create for our customers, our communities, and our environment. Every day, we help our customers work to create healthier families, improve the quality of life, and sustain the well-being and longevity of people globally.
Learn About Our Corporate Capabilities
Imagine a world where you could detect health issues sooner to treat them more effectively. Where food and water are always safe, even in remote corners of the earth. And where scientific and medical research are enhanced to solve the greatest challenges of our times. At PerkinElmer, we imagine this world every day. Then, we innovate and collaborate to make it happen everywhere.
With about 13,000 employees worldwide, we pioneer scientific technologies for food and drug safety, environmental monitoring, industrial analysis, screening and diagnostic testing, and imaging for life sciences. We provide better detection, imaging, and informatics to help our customers make a profound impact on the world.
