Job TitleCustomer Support Engineer
PerkinElmer, Inc. is seeking an individual to join a customer focused field service team in our In Vivo Imaging Business Unit. The In Vivo Imaging Business Unit focuses on the sales of Ivis Imagers, Quantum uCT, PET platforms and related products. The successful individual will provide field service support for the rapidly growing In Vivo Imaging install base in the United States including installations, customer training, preventative maintenance and repair. The individual will also assist with technical support to end-users and field service engineers.
Apply knowledge of mechanics, electronics, optics, computers, and PerkinElmer products to the installation, preventive maintenance and repair of Imaging products and accessories.
Perform equipment installations and validation including customer training, 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 a trunk 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.
Delight our customers with prompt and courteous service and support at all times.
Perform other duties as assigned.
Requires a B.S. in Biology, Physics 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 microscopy, digital imaging, fluorescence, and motion control systems preferred.
Excellent organizational and communication skills.
Strong Windows operating system knowledge.
Strong electro-mechanical skills.
Ability to troubleshoot over the telephone and in the field.
Must be comfortable speaking to a group in a training setting.
Experience in MS-Office and SAP CRM, and ServiceMax.
Ability to work in a team environment and to meet deadlines is required.
Ability to frequently lift and/or move up to 25 pounds, and occasionally lift or move weights up to 100 pounds.
Travel expected to be 60 -80% of the time.
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.
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.