Customer Support Engineer
Purpose Helps PerkinElmer's customers enhance the productivity of their laboratory processes and drives high levels of customer satisfaction by providing expert service and support to customers within an assigned product line and geographic area. Suggests and delivers services and support which includes direct installation, maintenance and repair of PerkinElmer products, validation services, IQ/OQ and service agreements. Represents the face of PerkinElmer to the customer and drives repeat purchases and long term satisfaction by best-in-class responsiveness and professionalism in all customer interactions.
Installation, Maintenance & Repair.
Install, maintain, verify performance and repair PerkinElmer and multi brand equipments at customer sites ensuring best-in-class service within established time frame and assigned geographical area. Drive toward zero service recalls for any reason. 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. Complete assigned preventive maintenance calls at customer sites within prescribed time frame and established performance standards. Demonstrate knowledge of and adherence to the Installation, warranty, and service agreement provisions to provide adequate billing information to the customer.
Drive the sale of new service agreements, service agreement upgrades and instrument add-ons to existing contracts. Encourage customers to purchase training, support, software, laboratory services products and field installed computer hardware upgrades. Assist and support local Sales Sevice Specialist secure new instrument orders. Contribute to account profitability through billable labor/travel orders, parts orders, support orders, billable install orders, and consumables. 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: Company vehicle, tools, test equipment, telecommunication equipment, personal service parts inventory, etc. Manage inventory levels to ensure that adequate supply and appropriate records are maintained.
Continuous Skill Development.
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.
- This position requires a Bachelors degree or equivalent in Biology, Chemistry, Electronics or related discipline plus minimum work experience listed below.
- Certification of company training on equipment in minimum of one major discipline (dependent upon geographic needs this may require – two major disciplines).
- Minimum Work Experience: Two years relevant experience.
Technical / Skill Requirements
- Sound technical knowledge in all product lines supported.
- Knowledgeable in applications of all product lines supported.
- Knowledgeable and well versed in all software platforms of associated supported equipment.
- Expertise in use of all relevant test equipment.
- Valid driver's license.
This position requires travel up to 50% of the time.
Two positions: one based in Milan and one based in Rome.
PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. PerkinElmer is committed to a culturally diverse workforce.
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