Field Service 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

Field Service Engineer

Location(s)

Covaris - California - Remote

Company Overview:

Covaris, Inc. is an established, privately-owned biotechnology tools company headquartered in Woburn, Massachusetts, USA with global establishments. Covaris’ products improve pre-analytical sample preparation, throughput for every analytical laboratory, enabling them to gain confidence in their data. We enable our customers across a wide array of discipline – from life sciences research to improving patient diagnostics, from solving complex analytical challenges to increasing laboratory productivity.
 

Summary:  

The Engineer will be responsible for on-site service activities of Covaris instruments.  When not traveling, this role will also serve as a contact and problem-solver for technical support questions received by phone or email.  The engineer will work with customers and other Field Service personnel to schedule travel and customer visits for on-site repair and preventative maintenance.  This position will report to the Director of Global Service. 

 

Essential Responsibilities:  The employee may be required to perform all or a combination of the following essential responsibilities as determined by business necessity. 

• Performs all field service activities including, but not limited to, installation and IQOQ of instruments, on-site repair, and preventative maintenance visits.  Communicates directly with each customer account for scheduling and follow-up.  Communicates regularly with Territory Sales Managers regarding account activity. 

• Diagnoses customer maintenance issues in conjunction with technical support, identifies what service is required, recommends the service to the customer, obtains service order from the customer, initiates service requests and orders using Salesforce, performs essential work to complete and document each service request, and follows up with account where required. Responsible for customer facing service report upon case completion. 

• May monitor technical queue when not traveling. 

• Provides feedback to develop technical service notes and service manuals.