We are seeking a highly motivated Senior Customer Support Engineer (CSE) to deliver essential on-site support as a member of our PerkinElmer team at a customer site. This role is a key component of our technical services support team, tasked with servicing a diverse array of multivendor laboratory equipment. Each day, PerkinElmer Senior Customer Support Engineers boost their customers' laboratory productivity and ensure high satisfaction through expert service and support. In this position, you will not only represent PerkinElmer to our customers but also play a vital role in mentoring and developing other service engineers.
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).
The annual compensation range for this full-time position is $80,000 to $100,000. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.