Customer Support Engineer 9/8/2016

PerkinElmer BALTIMORE, MD

Company
PerkinElmer
Job Classification
Full Time
Company Ref #
7460
AJE Ref #
576116602
Location
BALTIMORE, MD
Job Type
Regular

JOB DESCRIPTION

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Description:
Provides expert service and support to customers within
an assigned geographic area or site. Perform direct
installation, maintenance and repair of PerkinElmer &
Non PerkinElmer Instrument products. Develop and
maintain a high level of customer satisfaction with our
products and services.
Key Responsibilities
Installation, Maintenance & Repair. Install, maintain,
verifiy performance and repair PerkinElmer equipment at
customer sites ensuring best-in-class service within
established time frame and assigned geographical area or
site. Drive toward zero service recalls. Completes
assigned preventive maintenance calls at customer sites
within prescribed time frame and established performance
standards. Provide scheduled preventative maintenance
for contract customers, remedial maintenance for
non-contract customers billed at an hourly rate and all
warranty services, which apply to our products in the
field. Demonstrate knowledge of and adherence to the
Installation, warranty, and service contract provisions
to provide adequate billing information to the customer.
Business Development. Drive the sale of new maintenance
contracts, maintenance agreement upgrades and instrument
add-ons to existing contracts. Encourage customers to
purchase training, support, software and field installed
computer hardware upgrades. Assist and support local
sales representative secure new instrument orders.
Contribute to account profitability through billable
labor/travel orders, parts orders, support orders,
billable install orders, and consumables. Provide
appropriate referral to other employees for answers to
specific questions or to obtain product information.
Information/Asset Management. Maintain up to date
electronic and repair documentation for dispatch,
inventory and service support functions of the job.
Perform timely uploads and downloads of required data to
ensure the integrity of the service system. Accountable
for assigned company assets to include: Company vehicle,
tools, test equipment, telecommunication equipment,
personal service parts inventory, etc. Manages inventory
levels to ensure that adequate supply and appropriate
records are maintained.
Continuous Self Development. Take an active role in
developing technical skills and soft skills to maintain
and enhance PerkinElmer s value proposition to the
customer. Seek higher level certification through
participation in company sponsored training &
development initiatives. Requirements:
* 2-3 years relevant field service experience with a
demonstrated ability to manage the service needs of
assigned primary accounts
* Ability to build strong customer relationships
through courteous customer interactions and a proven
self-motivational work ethic
* Solid written and verbal communication skills.
* Good organizational and documentation skills
* Knowledge of laboratory safety practices as defined
by the Company and/or the customer s site safety
code.
* Experience working in GMP, ISO, and FDA compliant
facilities a plus
* LC/MS, MS/MS and/ or micro plate processors a
definite plus.
* Valid driver's license and ability to travel with
overnight stays is required. Knowledge of laboratory
safety practices as defined by the Company and/or
the customer s site safety code.