Customer Support Engineer

PerkinElmer; United Kingdom; On-site; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Customer Support Engineer to enhance their customer service operations. This role involves field service and maintenance of analytical instruments, ensuring high standards of customer support and technical training. The ideal candidate will have a strong background in engineering or laboratory settings, with excellent communication skills and a commitment to delivering exceptional service. Join a dedicated team that values innovation and collaboration, contributing to a healthier world through scientific solutions. If you are passionate about technology and customer service, this opportunity is perfect for you.

Qualifications

• 5+ years experience in Field Service or Laboratory environment.
• HND or equivalent in Electronic Engineering, Science, or Biotechnology.

Responsibilities

• Perform field service and maintenance for analytical instruments.
• Provide onsite user training and ensure compliance with quality standards.

Skills

Field Service Engineering

Customer Service

Technical Communication

Problem Solving

Education

HND in Electronic Engineering

Degree in Science or Biotechnology

Tools

Analytical Instruments

Calibration Equipment

Job description

When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs. With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services.

Job Title
Customer Support Engineer
Location(s)
High Wycombe, Oxford, United Kingdom - Remote

The field based Customer Support 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. Working as a team to plan and execute work in an effective and efficient manner, providing the highest levels of customer service support and the best possible financial performance.

Main analytical product groups that will be supported will either the Materials Characterization portfolio (IR, UV and ICP) or the Chromatography portfolio (LC, GC, MS) as well as associated analytical product lines, as required within region. Full product training will be given.

The territory to cover is South of Leicester focusing on the M4, M40 and A34 corridors. Candidates located in Bicester/Oxford areas ideally suited.

We welcome applications from experienced field service engineers as well as lab scientists with experience of using relevant technology looking for a career change.

Responsibilities

• Performs field service and routine maintenance as advised by the scheduling coordinators/system in conjunction with the Regional Group Leader, carrying out repairs, maintenance, installation and validation of instrumentation and their accessories.
• Provide onsite user training on defined product groups.
• At the request of the Service Manager, performs service on behalf of PerkinElmer overseas offices, to the standard expected in the UK, at sites of overseas customers.
• Ensures that all documentation, circuit diagrams, Service Data Bulletins and manuals are of the correct revision to undertake service on specific instrument types. Maintains 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. Actively demonstrate compliance with all team targets.
• Maintains personal service spares issued and inventory records to the highest standard. Ensures all anomalies are quickly and effectively reported and resolved.
• Ensures that all tools and test equipment is adequate to perform service required, and that all test equipment issued is calibrated at the times specified.
• Makes returns of all fully completed service documentation, Service Reports, Time Sheets, Expenses Claims, Motor Vehicle Log Sheets etc, on a weekly basis.
• May be requested to perform specific and agreed tasks as defined through the Goal statements, already embedded in the Company Culture.

Basic Qualifications

• HND or equivalent in Electronic Engineering, Science, or a Biotechnology discipline
• Minimum 5 years experience in a related Field Service role, or Laboratory environment.
• Driving License

Preferred Characteristics

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