Job Title
Customer Support Engineer
Location(s)
Berkeley, San Francisco, San Jose, South San Francisco, US Remote - CA
Imagine a world where you could detect health issues sooner to treat them more effectively. Where food and water are always safe, even in remote corners of the earth.
And where scientific and medical research are enhanced to solve the greatest challenges of our times. At PerkinElmer, we imagine this world every day.
Then, we innovate and collaborate to make it happen everywhere.
Our dedicated team of about 16,000 employees worldwide, pioneers scientific technologies for better detection, imaging, and informatics to help our customers work to create healthier families, improve the quality of life, and sustain the well-being and longevity of people globally.
If you are seeking a meaningful, impactful, and stimulating career, look no further.
Key Responsibilities
Enhance the Customer Experience
Install, maintain, validate and repair PerkinElmer and / or multivendor instrumentation at customer sites with best-in-class service
Provide scheduled and unscheduled corrective maintenance for customers including warranty services within a prescribed time frame and established maintenance protocols
Deliver customer familiarization for instrument operation and maintenance
Communicate service offerings including training, support, software, laboratory services products and field upgrades
Partner with our customers to understand their analytical workflow and applications
Support your Team
Support the local instrument sales representative(s) to help secure new instrument orders
Provide service that helps to drive the sale of new service agreements, service agreement upgrades and instrument add-ons to existing service contracts
Display exceptional written and verbal communication skills and actively interface with peers and customers
Develop organizational awareness of other functional groups and product lines
Drive Organizational Growth
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 : Company vehicle, 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.
You will need the ability to travel by air, vehicle and / or other means of transportation as business requires - up to 50% travel maybe expected to support- Northwest region and must have a valid driver's license.
Basic Qualifications :
Associate degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related military experience.
2 plus years demonstrated ability to troubleshoot, repair, and provide qualification services in a laboratory setting
Preferred Qualifications :
Bachelor’s degree
Experience using Microsoft 365
2+ years of laboratory and / or field service experience
Exposure to analytical equipment, laboratory environment, and / or instrument control software
Vendor issued certification on relevant laboratory equipment
Knowledge of laboratory safety practices as defined by the Company and / or the customer’s site safety code
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, ability to communicate clearly and effectively with peers, managers, customers, and other technical support professionals is critical to successful performance in this role
The physical demands defined are representative of those that must be met by an employee to successfully perform the essential functions of this job : The employee will regularly be required to walk, stand, sit and talk or hear;
to use hands to finger, handle, feel or operate objects, tools, or controls; and reach with hands and arms. The employee is occasionally required to climb or balance;
stoop, kneel, crouch, or crawl. The employee must frequently lift and / or move up to 25 pounds, and occasionally lift or move weights up to 100 pounds.
Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus
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.
