Sr. Customer Support 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

Sr. Customer Support Engineer

Location(s)

GSK (Broadway, Cambridge) - Customer Site MA

Job Description

In addition to “normal CSE task” of troubleshooting, repair, and maintenance of laboratory equipment a Senior CSEs responsibilities also include:

• This role works closely with LIS Functional Lead and serves as second point of contact within LIS team for questions and concerns (exclusive of personnel and HR issues).
• Provide system matter expert (SME) front line support for the maintenance, qualification, and repair of multi-vendor scientific equipment.
• Diagnoses and resolves multi-vendor scientific equipment problems that other engineers cannot resolve prior to calling for third party assistance.
• Train other field engineers and customers in equipment solutions to limit downtime.
• Assist in driving the team towards zero service recalls.
• Support Functional Lead in scheduling and assigning and load balancing scheduled and corrective calls.
• Ensures customer satisfaction by advising customers on preventive maintenance and configurations, which may impact product performance.
• Complete administrative paperwork and computer reports promptly and accurately.
• Spearhead the Manage to Maintain initiative by consistently identifying, researching, and supporting on onboarding of new inhouse supported equipment.
• Attend training on platforms with the intent on establishing inhouse support and engineer training.
• Responsive to customer requests for service and communicate proactively before, during and after service.
• Aid leadership in writing, revising and /or implementing processes and procedures

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time.

Critical Skills:

• Ability to troubleshoot and problem-solve when training is limited.
• Technical writing
• Exceptional interpersonal and coaching skills
• Experience using Microsoft Suite (i.e. Outlook, Teams, Word, Excel)
• Effective communicator (ex. Audits, speaking with leadership)
• Self-motivated and ability to work under pressure to prioritize conflicting deadlines. 
• Ability to work collaboratively with international counterparts to achieve global objectives.

Basic Qualifications:

• Bachelor’s degree (or equivalent) in Engineering, Technical, or Science with 3+ year(s) servicing laboratory equipment OR
• Associates degree (or equivalent) in Engineering, Business, Technical, or Science with 4+ year(s) servicing laboratory equipment OR
• High School Diploma (or equivalent) with 5+ year(s) of experience servicing laboratory equipment.  

Preferred Qualifications:

• Proven experience on a technical support team, preferably in a Pharmaceutical laboratory environment.
• Strong troubleshooting skills on multi-vendor equipment

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 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.   
• Occasionally operates a computer and