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Customer Support Engineer-Wilson, NC

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    Location(s)
  • Wilson, Wilson County, NC

  • Location(s)
  • Raleigh, NC

Status Regular Job ID JR-012270 Recruiting Region Americas

SUMMARY

PerkinElmer, Inc. is seeking an individual to join a customer focused field service team in our Multivendor Business Unit. The Multivendor Business Unit focuses on the current installation base and helps in the aid of expansion multiple disciplines of Multivendor product lines.  The successful individual will provide field service support for the rapidly growing Multivendor install base in Wilson NC area, including installations where applicable, customer training, preventative maintenance and repair.  The individual will also assist with technical support to end-users and field service engineers. 

Responsibilities:

  • Apply knowledge of mechanics, electronics, optics, computers, and PerkinElmer products to the installation, preventive maintenance and repair of Multivendor products and accessories with a strong back ground in Waters Alliance, HPLC, Acquity UPLC, Agilent HPLC, with specific knowledge of UV and DAD detectors. 
  • Perform equipment repairs, validation, and including customer training when necessary, introducing the customer to basic features and functions of the instrument and software.
  • Provide real-time and follow-up support (technical, operational, logistical) to our customers, both internal and external, including direct Technical Support telephone coverage when necessary.  Evaluate the customer issue, diagnose the problem, create a repair strategy then perform and verify the repair.
  • Manage, prioritize and schedule all work to be performed to satisfy internal and external customer demands.
  • Log and track all support calls and field service visits in the appropriate database in a timely manner.  Properly maintain and inventory stock of service parts. 
  • Communicate strategic customer, competitive and sales lead information to the appropriate Sales Account Manager.
  • Report potential quality issues via the PerkinElmer corrective action process.  Provide awareness of critical customer and service issues, with potential recommended solutions to the technical support group. Provide advisory services for management on both equipment and customer problems.
  • Point person for new product installations and escalations.  Early on, as new products are developed and introduced to the field the customer support engineer will play a key role in facilitating a successful launch for these products. 
  • Always Delight our customers with prompt and courteous service and support.
  • Perform other duties as assigned.

Qualifications:

  • Requires a B.S. in Physics, Chemistry, Biology, or Engineering discipline or a 2 year degree with field experience with a minimum of 3-6 years directly related experience in medical and biological research device service and support. 
  • Experience with HPLC and UPLC

Preferred Qualifications:

  • Excellent organizational and communication skills.
  • Strong Windows operating system knowledge.
  • Strong electro-mechanical skills.
  • Must be comfortable speaking to a group in a training setting. 
  • Experience in MS-Office and SAP CRM, and Sales Force/ServiceMax
  • Ability to work in a team environment and to meet deadlines is required.

PERKINELMER IS AN EEO/AA EMPLOYER 

PerkinElmer provides competitive compensation plans / Top notch training and development / Comprehensive benefits package / Paid time off and holidays / generous tuition reimbursement plan / 401(k) with match and immediate vesting / an environment that fosters career growth.

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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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