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Working at PerkinElmer | Jobs and Careers at PerkinElmer

Sr. Customer Support Engineer / Field Service Engineer

Tallahassee, Florida | Fort Lauderdale, Florida | Miami, Florida | , Remote

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Responsibilities

Location Tallahassee, FloridaUS Job ID JR-030264

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.

Summary:

PerkinElmer’s purpose is to enable scientists, researchers, and clinicians to address their most critical challenges across science and healthcare. With a mission focused on innovating for a healthier world, we deliver unique solutions to serve the diagnostics, life sciences, food, and environmental markets. Every day, PerkinElmer Service Engineers help their customers enhance the productivity of their laboratory processes and drive high levels of satisfaction by providing expert service and support.  As a Service Engineer, you will not only represent the face of PerkinElmer to our customers but be a beacon of technical expertise for product portfolios.

Key Responsibilities:

Support your Team

  • Mentor and develop a regional service delivery team in both technical and soft skills
  • Develop and release high-level technical field updates
  • Partner with the global technical support team to drive quality initiatives
  • Serve a broad geography as the primary escalation point for your assigned product portfolio
  • Provide feedback to regional service engineers and leadership to drive key performance indicators

Enhance the Customer Experience

  • Define procedural excellence in the installation, maintenance, validation, and repair PerkinElmer and/or multivendor instrumentation at customer sites
  • Deliver customer training for instrument operation and user maintenance
  • Deliver service engineer training for assigned product portfolios
  • Serve as a member of the remote technical resolution team, as required
  • Communicate service offerings including training, support, software, laboratory services products and field upgrades
  • This position requires up to but not limited to 60%-80% direct customer support responsibilities

Drive Organizational Growth

  • Contribute to account profitability through efficient service delivery and execution
  • Provide customer and service engineer guidance on development of technical acumen and testing equipment
  • Enhance PerkinElmer’s product quality by acting as the first level contact for the service alert process
  • Demonstrated expertise in instrumentation troubleshooting, repair, and qualification services
  • Outstanding interpersonal, written and verbal skills demonstrating the ability to communicate information clearly and accurately with others in a clear and concise manner.

This position requires travel by air, vehicle and/or other means of transportation as business requires. Travel will vary depending on territory  requirements and/or customer base. You must have a valid driver’s license and while performing the duties of this position you must always maintain safe motor vehicle operation.

You will need to operate a personal computer to enter data and generate reports, ability to communicate clearly and effectively with peers, managers, customers, and other technical support professionals. This is critical to a successful performance in this role.

Basic Qualifications:

  • 5+ years of laboratory and/or field service experience working on instrumentation

Other Requirements:

  • Must be able to remains in a stationary position more than 25% of the time
  • The person in this position needs to occasionally move inside and outside labs
  • 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.
  • Regularly move or lift up to 25 pounds and occasionally move or lift up to 100 pounds 
  • Specific vision abilities required by this position include without limitation, the ability to observe details at close range (within a few feet of the instrument), distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus in order to perform the essential service functions of this position.
  • Occasionally operates a computer and other office machinery, such as a calculator, copy machine, and computer printer

Preferred Qualifications:

  • Bachelor's degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, related military experience or commensurate work experience.
  • Advanced degree
  • Service Experience with Agilent or Waters LC, UHPLC
  • Knowledge of laboratory safety practices as defined by the Company and/or the customer’s site safety code
  • 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
  • Advanced knowledge of analytical equipment, laboratory environment, and/or instrument control software
  • Vendor issued certification on relevant laboratory equipment
  • Experience using Microsoft 365, ServiceMAX, Spotfire, and other business software platforms
  • Has demonstrated experience in handling advanced and complicated technical and interpersonal escalations
  • Demonstrated ability to drive miscellaneous business projects through completion
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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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“PerkinElmer has empowered and provided me the opportunity to learn and grow with the company. Every success is celebrated at PerkinElmer. I contribute every success to my supportive mentors and my team, the best that I have got in my entire corporate years. The sense of belongingness and respect for each other gave me a deeper meaning of what a family truly means. At PerkinElmer, I have found my family.”

Cherylle Galapon, Sales Manager, Diagnostics, Philippines, KOSJ

“PerkinElmer is, by essence, a truly ethical company and I feel myself supported and valued. It is great to work in a place where my personal values match the company´s values, and that is PerkinElmer for me”

Michel dos Santos, Sr. Manager, Diagnostics, Brazil, LATAM

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