Customer Service Engineer

PerkinElmer, Inc.; Seer Green; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A scientific instrumentation company in Seer Green is looking for a Customer Service Engineer to handle repairs, provide training, and ensure customer satisfaction in service delivery. Candidates should have an HND in Electronic Engineering and experience in a customer service environment. The role involves field service across the UK, including some travel to Ireland and Europe.

Qualifications

• Experience in a Scientific or Customer Service Environment is preferred.
• Understanding of analytical techniques and instrumentation.
• Excellent people management and motivational skills.

Responsibilities

• Perform field service activities as instructed.
• Provide onsite user training on defined product groups.
• Promote/sell instruments and service products.

Skills

Professional communication

Technical knowledge

Negotiating skills

Customer service

Education

HND or equivalent in Electronic Engineering

Job description

The Customer Service Engineer will impact sales of PerkinElmer by maintaining a high standard, professional image and by demonstrating the added value of customer support, always acting as an ambassador for the Company. Impact positively on the overall performance of the Customer Service Department by maintaining a flexible approach to work. Planning and executing work in an effective and efficient manner, providing the highest levels of customer service support and the best possible financial performance.

Key Responsibilities:

• Perform field service as advised by the call dispatch staff/system in conjunction with the Team Leader, carrying out repairs, preventative maintenance, qualifications, and installation including IQOQ of instrumentation and their accessories.
• Provide onsite user training on defined product groups.
• Organize routine maintenance allocated monthly.
• Perform service on behalf of PerkinElmer overseas offices, to the standard expected at sites of overseas customers, at the request of the Service Manager.
• Ensure that all documentation, circuit diagrams, Service Data Bulletins, and manuals are of the correct revision to undertake service on specific instrument types. Maintain ancillary documentation, e.g., Safety Manual, Procedures Manual, to the highest standard with regular reviewing of manuals provided in accordance with the Quality Management System.
• Align personal working practices with the department's performance targets and actively demonstrate compliance with all team targets.
• Maintain personal service spares issued and inventory records to the highest standard. Ensure all anomalies are quickly and effectively reported and resolved.
• Ensure that all tools and test equipment are adequate to perform service required, and that all test equipment issued is calibrated at the times specified.
• Return all fully completed service documentation, Service Reports, Time Sheets, Expenses Claims, Motor Vehicle Log Sheets, etc., on a weekly basis or as required.
• Perform specific and agreed tasks as defined through the Goal statements, already embedded in the Company Culture.
• Promote/sell instruments and service products, including consumables and service contracts.
• Deliver customer service Training courses.

Requirements:

• HND or equivalent in Electronic Engineering, Science, Biotechnology, or similar discipline.
• Full Driving Licence.
• Experience in a Scientific or Customer Service Environment is preferred.
• Experience working in GMP environments is preferred.
• Understanding of analytical techniques and instrumentation, as well as awareness of instrument applications, is beneficial.
• Incumbent must have excellent people management and motivational skills.

Competencies:

• Ability to communicate in a professional manner with customers on all levels, providing service information, technical data, and general help as necessary.
• Ability to communicate internally, orally and in writing.
• Negotiating and influencing skills.
• Understanding of excellent Customer Service.
• Ability to work well with a team and as an individual.

Main product groups that will be supported are Inorganic (ICP-OES, ICP-MS, AA). Experience in the above product lines or Chromatography (GC/LC) and Material Characterisation (FTIR, UV/Vis, and Thermal) would be an advantage. Full product training will be given. Field-Based - M40, M4 Corridor (Reading, Oxford, Banbury) preferred, but covering the South of the UK with occasional travel across the UK, Ireland, and Mainland Europe.