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

Customer Support Engineer

Location(s)

Merck (Boston) - Customer Site MA

Job Responsibilities:

• Install, maintain, validate and repair PerkinElmer and/or multivendor instrumentation at customer site with best-in-class service
• Drive toward zero service recalls.
• Complete 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 Installation, warranty, and service contract provisions to provide adequate billing information to the customer.
• Provide appropriate referral to other employees for answers to specific questions or to obtain product information
• 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: Computers, tools, test equipment, telecommunication equipment, personal service parts inventory, etc.
• Manage inventory levels to ensure that adequate supply and appropriate records are maintained
• 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
• 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

Critical Skills:

• Excellent interpersonal, written, and verbal communication skills
• Technical problem-solving skills and attention to detail
• Excellent customer service skills complemented by an ability to listen to and interpret client requests.
• Aptitude for technical and practical matters.
• MS Office Skills: Outlook, PowerPoint, Word.
• 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

Basic Qualification:  

• 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