Customer Service Engineer

PerkinElmer; Boston (MA); On-site; USD 80,000 - 95,000; Full time

Job summary

PerkinElmer is seeking a Customer Service Engineer to join our Boston-area team. The role focuses on maintaining high standards of customer support, acting as the face of the company, and ensuring customer needs are met promptly.

The position involves installing, maintaining, and repairing PerkinElmer and multivendor instruments at customer sites, with emphasis on timely service, collaboration with sales and service teams, and ongoing skills development in heavy lab instrumentation.

Qualifications

• Bachelor’s degree or Associate degree with relevant laboratory/field experience.
• Ability to travel by air, vehicle, and other means as required by business.
• Must have a valid driver’s license and safe driving record.

Responsibilities

• Install, maintain, validate and repair PerkinElmer and/or multivendor instrumentation at customer sites with best-in-class service.
• Provide scheduled and unscheduled corrective maintenance within prescribed timeframes and protocols.
• Deliver customer familiarization for instrument operation and maintenance.

Skills

Troubleshooting

Field service

Customer service

Education

Bachelor’s degree in Applied Science/Engineering

Associate degree in Applied Science/Engineering

Tools

HPLC

GC

GCMS

LC

LCMS

IR

UV

IC

Job description

Job TitleCustomer Service Engineer

Location(s) Boston

Job Description

Our Customer Support Engineer is responsible for maintaining a high standard of professional customer support. In this role, the Customer Support Engineer will act as the face for the company, making sure our customer needs are met in a timely and efficient manner.

Job Responsibilities

• Install, maintain, validate and repair PerkinElmer and/or multivendor instrumentation at customer sites with bestin-class service
• Provide scheduled and unscheduled corrective maintenance for customers within a prescribed time frame and established maintenance protocols
• Deliver customer familiarization for instrument operation and maintenance
• Communicate service offerings including training, support, software, laboratory services products and field upgrades
• Partner with our customers to understand their analytical workflow and applications
• Support the local instrument sales representative(s) to help secure new instrument orders
• Provide service that helps to drive the sale of new service agreements, service agreement upgrades and instrument add-ons to existing service contracts
• Display exceptional written and verbal communication skills and actively interface with peers and customers
• Develop organizational awareness of other functional groups and product lines
• Demonstrate knowledge of and adherence to the installation, warranty, and service agreement documentation standards
• Contribute to account profitability through efficient execution and service delivery
• Perform timely uploads and downloads of required service data to ensure the integrity of service system(s)
• Maintain assigned assets including: tools, test equipment (MTE), telecommunication equipment, assigned service parts inventory, etc.
• Proactively develop technical and soft skills to maintain and enhance PerkinElmer’s value proposition to the customer
• Enhance PerkinElmer’s product quality by proactively reporting improvement opportunities via the quality notification process
• Seek higher level certification through participation in company sponsored training & development offerings
• Complete all administrative tasks to include but not limited to time reporting, assigned training, etc.
• Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.
• Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time.

Basic Qualifications

• Bachelor’s degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related military experience and 2 plus years of experience in the ability to troubleshoot, repair, and provide qualification services in a laboratory setting OR Associate degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related military experience and 4 plus years of experience in the ability to troubleshoot, repair, and provide qualification services in a laboratory setting
• You must have the ability to travel by air, vehicle and/or other means of transportation as business requires. Travel will vary depending on territory requirements and/or customer base.
• Must have a valid driver’s license. While performing the duties of this position you must always maintain safe motor vehicle operation.

Preferred Qualifications

• Experience in GxP environments is a plus
• The physical demands defined below are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Two or more years in servicing/working on HPLCs
• Able to work on GC and GCMS systems is a plus
• Sound knowledge of or ability to service GC, LC, IR, UV, LCMS, IC and other various lab equipment a plus

Working Environment

• Must be able to work in a laboratory, controlled environments requiring personal protective equipment (e.g., lab coat, safety glasses, etc.) in laboratory.
• Job pace may be fast and job completion demands may be high.
• Must be able to remain in a stationary position more than 25% of the time
• The person needs to daily move between labs, corridors, adjoining rooms, and buildings onsite
• Frequently operate on instruments, objects, tools or controls, which will require regularly bending, squatting, stretching and reaching in order to perform in a service function.
• Occasionally move or lift up to 25 pounds (potential for occasional lifting of up to 50 pounds).
• Specific vision abilities required by this position include without limitation, the ability to observe details at close range distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus in order to perform the essential service functions of this position.
• Occasionally operates a computer and other office machinery, such as a calculator, copy machine, and computer printer.
• Employee may be required to handle hazardous waste according to local, state, and federal regulations.
• Duties may include identifying, handling, generating, accumulating, storing and labeling hazardous waste.
• Potential risk to lab-based hazards including but not limited to extreme temperature, biological materials, and hazardous chemicals.
• May be required to complete Medical Clearance, Respiratory Protection Training, and Fit Testing to wear a respirator as protection against hazards present in the laboratory environment.

The annualcompensation range for this full-time position is $80,000 to $95,000. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job‑related skills, experience, and relevant education or training.

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.

Are you ready to help improve the lives of millions of people and create a healthier world? When you work at PerkinElmer, that’s exactly what you’ll do. From our dedicated scientists and world‑class operations employees to our innovative R&D professionals and committed sales and service groups, we’re a unique team of 5,000+ global colleagues who come to work every day knowing we’re making a difference. Through innovation, collaboration, and believing in our mission, we strive to create an inspiring and inclusive culture for our employees, so that they can be their best and, together, create a better tomorrow. Join us today.