Responsibilities

The Customer Service Engineer will impact sales of PerkinElmer by maintaining a high standard, professional image and by demonstrating the added value of customer support, always acting as an ambassador for the Company.

Impact positively on the overall performance of the Customer Service Department by maintaining a flexible approach to work.  Planning and executing work in an effective and efficient manner, providing the highest levels of customer service support and the best possible financial performance.

Main product groups that will be supported are Inorganic (ICP-OES, ICP-MS, AA).  Experience in the above product lines or Chromatography (GC/LC) and Material Characterisation (FTIR, UV/Vis and Thermal). would be an advantage.

Experience in GMP environments also an advantage. Full product training will be given.

Field Based – M40, M4 Corridor (Reading, Oxford, Banbury) preferred, but covering South of UK with occasional travel across UK, Ireland and Mainland Europe.

Responsibilities

• Performs field service as advised by the call dispatch staff/system in conjunction with the Team Leader, carrying our repairs, preventative maintenance, qualifications, and installation including IQOQ of instrumentation and their accessories.
• Provide onsite user training on defined product groups. 
• Organizing routine maintenance allocated monthly. 

• At the request of the Service Manager, performs service on behalf of PerkinElmer overseas offices, to the standard expected at sites of overseas customers

• Ensures that all documentation, circuit diagrams, Service Data Bulletins and manuals are of the correct revision to undertake service on specific instrument types.  Maintains ancillary documentation e.g. Safety Manual, Procedures Manual to the highest standard with regular reviewing of manuals provided in accordance with the Quality Management System.
• Align personal working practices with the department’s performance targets.  Actively demonstrate compliance with all team targets.

• Maintains personal service spares issued and inventory records to the highest standard.  Ensures all anomalies are quickly and effectively reported and resolved.

• Ensures that all tools and test equipment is adequate to perform service required, and that all test equipment issued is calibrated at the times specified.

• Makes returns of all fully completed service documentation, Service Reports, Time Sheets, Expenses Claims, Motor Vehicle Log Sheets etc, on a weekly basis or as required.

• May be requested to perform specific and agreed tasks as defined through the Goal statements, already embedded in the Company Culture.
• Able to promote/sell instruments and service products including consumables and service contracts
• Able to deliver customer service Training courses

Basic Qualifications

• HND or equivalent in Electronic Engineering, Science, Biotechnology or similar discipline.
• Full Driving Licence.

Experience

• Experience in a Scientific or Customer Service Environment preferred.
• Experience of working in GMP environments preferred.
• Understanding of analytical techniques and instrumentation as well awareness of instrument applications a benefit.
• Incumbent must have excellent people management and motivational skills

Competencies

• Ability to communicate in a professional manner with customers on all levels, providing service information, technical data, and general help as necessary.
• Ability to communicate internally, orally and in writing.
• Negotiating and influencing skills
• Understanding of excellent Customer Service.
• Work well with a team and as an individual.