Responsibilities

We are seeking a proactive and detail-oriented Non-Tech Service Support Representative to join our Service & Support team. This role is critical in ensuring exceptional customer experiences by managing the entire lifecycle of service contract sales — from quoting and negotiation to purchase order entry and order execution.

The ideal candidate will demonstrate excellent communication skills, strong administrative and organizational capabilities, and an ability to work cross-functionally with technical teams, customers, and logistics. Experience with SAP, import order processing, and customer relationship management is essential.

Represent PerkinElmer to the customer and ensure customer loyalty through enhanced responsiveness and professionalism in all customer interactions with a strong problem-solving attitude culminating in high-level service support and consolidation of important relationships.

This position follows a hybrid work model.

RESPONSIBILITIES

• Prepare and negotiate quotes for chargeable services, service contracts, and preventive maintenance.
• Manage the end-to-end process of service contract sales, including order creation and submission in SAP.
• Communicate professionally and effectively with customers to identify their service needs and present PerkinElmer’s value proposition.
• Collaborate with internal stakeholders such as technical coordinators, logistics, and finance to ensure smooth order execution and billing.
• Track and request the importation of service parts, ensuring compliance with internal and external requirements.
• Provide accurate service forecasting data and performance reporting to team leaders and management.
• Support service scheduling and coordinate customer visits with technical teams.
• Ensure accurate documentation and record-keeping in line with company policy.
• Act as a key point of contact for customers post-sale, reinforcing long-term relationships and satisfaction.
• The Non-Tech Service Support Rep supports the customer in all technical service support demands and makes it possible by understanding the customer's needs and meeting PerkinElmer's policies.

QUALIFICATIONS

• Bachelor’s degree in business administration, Logistics or related field.
• 3–5 years of experience in customer service, order management, or sales support.
• Proven experience with SAP or equivalent ERP systems.
• Knowledge of import processes and regulatory requirements.
• Fluency in Spanish and strong proficiency in English (written and spoken).
• Excellent negotiation, interpersonal, and organizational skills.
• Ability to handle multiple priorities while maintaining attention to detail.

PREFERRED CHARACTERISTICS

• Background in analytical instrumentation or laboratory services.
• Strong problem-solving skills and a customer-first mindset.
• Experience working in a multinational or regulated environment.
• Advanced Excel and Microsoft Office skills.