Senior Customer Support Engineer- Analytical Labs

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

Senior Customer Support Engineer- Analytical Labs

Location(s)

Cambridge, MA

Job Description

Job Summary:

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 Senior Service Team Member, you will represent the face of PerkinElmer and drive best-in-class customer service, responsiveness, and professionalism.

Job Responsibilities:

• Install, maintain, validate and repair Thermo Vanquish LC systems (Horizon, Flex, Core, and Neo) and Mass Spectrometers, primarily Orbitrap systems (Exploris, Astral, Exactive, and all Tribrid lines). 

• Serve as primary support for the Site Leader for the overall operation of the site.
• This role will require a high level of self-management and completion of objectives.
• Provide troubleshooting, repair, and qualification services for customers including warranty services within a prescribed time frame and established maintenance protocols.
• Deliver customer familiarization for instrument operation and maintenance to support customer instrumentation, primarily focused on departmental LC and mass spectrophotometer instrumentation and program requirements.
• Communicate service offerings including training, support, software, laboratory services products and field upgrades
• Partner with our customers to understand their analytical workflow and applications, and enhance the existing LAMP program offerings
• Demonstrate knowledge of and adherence to the installation, warranty, and service agreement documentation standards
• Contribute to account profitability through efficient execution and service delivery
• Perform timely uploads and downloads of required service data to ensure the integrity of service system(s)
• Maintain assigned assets including tools, test equipment (MTE), telecommunication equipment, assigned service parts inventory, etc.
• Proactively develop technical and soft skills to maintain and enhance PerkinElmer’s value proposition to the customer
• Enhance PerkinElmer’s product quality by proactively reporting improvement opportunities via the quality notification process
• Seek higher level certification through participation in company sponsored training & development offerings
• 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

• Must have extremely high skillset in Reverse phase and Normal Phase chromatography and be a subject matter expert in Waters Acquity and Alliance platforms.  Other analytical platforms are a bonus
• 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
• Ability to operate personal computer to enter data and generate reports
• 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 discipline including military experience plus 5 years direct experience with repair of laboratory equipment OR