Senior Customer Service Engineer

PerkinElmer; Wien; On-site; EUR 60,000 - 90,000; Full time

Job summary

Jobtailor in Wien, Austria seeks a skilled field service engineer to install, maintain, and qualify analytical systems across Austria. You will lead complex issue resolution, deliver remote and on-site support, and act as the technical escalation point for the service organization.

The role emphasizes mentoring junior engineers, developing customer relationships, and advising on laboratory workflows and instrument utilization.

Qualifications

• +3 years of field service experience with analytical instrumentation.
• Advanced expertise with analytical systems and laboratory workflows.
• Proven track record of resolving complex technical challenges.
• Fluent German and strong English language skills.
• Valid driver''s license and willingness to travel extensively.

Responsibilities

• Perform installation, maintenance, and qualification activities on analytical systems.
• Lead resolution of complex technical issues and escalations.
• Provide advanced remote and on-site troubleshooting support.
• Support complaint investigations and root cause analysis.
• Act as a technical escalation point within the service organization.
• Develop long-term relationships with key customer stakeholders.
• Serve as a trusted technical advisor for laboratory optimization and instrument utilization.
• Identify customer needs and recommend upgrades, services, and solutions.
• Support customer retention through exceptional service delivery.
• Mentor and coach junior service engineers.
• Support onboarding and technical training activities.
• Share best practices and technical expertise across the service team.
• Contribute to continuous improvement initiatives.
• Identify service opportunities and qualified sales leads.
• Collaborate closely with commercial teams.
• Provide customer and market feedback to product and service leadership.
• Support achievement of regional service objectives.
• Support customers across Austria.

Skills

Field service

Analytical instrumentation

Customer relationships

German language

English language

Education

Chemistry/Engineering degree

Job description

• Perform advanced installation, maintenance, and qualification activities on analytical systems
• Lead resolution of complex technical issues and escalations
• Provide advanced remote and on-site troubleshooting support
• Support complaint investigations and root cause analysis
• Act as a technical escalation point within the service organization
• Develop long-term relationships with key customer stakeholders
• Serve as a trusted technical advisor for laboratory optimization and instrument utilization
• Identify customer needs and recommend upgrades, services, and solutions
• Support customer retention through exceptional service delivery
• Mentor and coach junior service engineers
• Support onboarding and technical training activities
• Share best practices and technical expertise across the service team
• Contribute to continuous improvement initiatives
• Identify service opportunities and qualified sales leads
• Collaborate closely with commercial teams
• Provide customer and market feedback to product and service leadership
• Support achievement of regional service objectives
• Support customers across Austria

Requirements

• Degree or technical education in Chemistry, Analytical Chemistry, Chemical Engineering, Electronics, Mechatronics, or a related discipline
• +3 years of successful field service experience with analytical instrumentation
• Advanced expertise with analytical systems and laboratory workflows
• Proven track record of resolving complex technical challenges
• Demonstrated customer relationship management skills
• Experience mentoring or supporting less experienced colleagues
• Fluent German and strong English language skills
• Valid driver's license and willingness to travel extensively

Core Competencies

Demonstrates advanced expertise in analytical systems and laboratory workflows, with a strong focus on customer relationship management and technical support. Capable of mentoring junior engineers and contributing to continuous improvement initiatives while effectively collaborating with commercial teams.