Customer Support Engineer (Upper Providence, PA)

PerkinElmer; Collegeville (PA); On-site; USD 80,000 - 100,000; Full time

Job summary

PerkinElmer in Collegeville, PA seeks a Senior Customer Support Engineer to deliver on-site service at a customer site. You will be part of our technical services team, servicing multivendor laboratory equipment and boosting customer productivity.

The role includes mentoring other service engineers and acting as SME for maintenance, qualification and repair. Must be able to work in a fast-paced lab environment, communicate clearly, and collaborate with international counterparts.

Qualifications

• Bachelor’s degree (or equivalent) in Engineering, Technical, or Science with 3+ year(s) servicing laboratory equipment.
• Associates degree (or equivalent) in Engineering, Business, Technical, or Science with 4+ year(s) servicing laboratory equipment.
• High School Diploma (or equivalent) with 5+ year(s) of experience servicing laboratory equipment.

Responsibilities

• Provide system SME front line support for the maintenance, qualification, and repair of multi-vendor scientific equipment.
• Diagnoses and resolves multi-vendor scientific equipment problems that other engineers cannot resolve prior to calling for third party assistance.
• Train other field engineers and customers in equipment solutions to limit downtime.
• Assist in driving the team towards zero service recalls.
• Support Functional Lead in scheduling and assigning and load balancing scheduled and corrective calls.
• Ensures customer satisfaction by advising customers on preventive maintenance and configurations, which may impact product performance.

Skills

Troubleshooting

Technical writing

Interpersonal skills

Microsoft Office

Communication

Deadline management

Cross-cultural collaboration

Education

Bachelor’s degree in Engineering/Science

Associate degree in Engineering/Science

High school diploma with 5+ years experience

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 (Upper Providence, PA)

Location(s)

GSK (Collegeville) - Customer Site PA

Job Description

We are seeking a highly motivated Senior Customer Support Engineer (CSE) to deliver essential on-site support as a member of our PerkinElmer team at a customer site. This role is a key component of our technical services support team, tasked with servicing a diverse array of multivendor laboratory equipment. Each day, PerkinElmer Senior Customer Support Engineers boost their customers’ laboratory productivity and ensure high satisfaction through expert service and support. In this position, you will not only represent PerkinElmer to our customers but also play a vital role in mentoring and developing other service engineers.

Responsibilities

• This role works closely with LIS Functional Lead and serves as second point of contact within LIS team for questions and concerns (exclusive of personnel and HR issues).
• Provide system matter expert (SME) front line support for the maintenance, qualification, and repair of multi-vendor scientific equipment.
• Diagnoses and resolves multi-vendor scientific equipment problems that other engineers cannot resolve prior to calling for third party assistance.
• Train other field engineers and customers in equipment solutions to limit downtime.
• Assist in driving the team towards zero service recalls.
• Support Functional Lead in scheduling and assigning and load balancing scheduled and corrective calls.
• Ensures customer satisfaction by advising customers on preventive maintenance and configurations, which may impact product performance.
• Complete administrative paperwork and computer reports promptly and accurately.
• Spearhead the Manage to Maintain initiative by consistently identifying, researching, and supporting on onboarding of new inhouse supported equipment.
• Attend training on platforms with the intent on establishing inhouse support and engineer training.
• Responsive to customer requests for service and communicate proactively before, during and after service.
• Aid leadership in writing, revising and /or implementing processes and procedures
• Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time.

Critical Skills

• Ability to troubleshoot and problem-solve when training is limited.
• Technical writing
• Exceptional interpersonal and coaching skills
• Experience using Microsoft Suite (i.e. Outlook, Teams, Word, Excel)
• Effective communicator (ex. Audits, speaking with leadership)
• Self-motivated and ability to work under pressure to prioritize conflicting deadlines.
• Ability to work collaboratively with international counterparts to achieve global objectives.

Basic Qualifications

• Bachelor’s degree (or equivalent) in Engineering, Technical, or Science with 3+ year(s) servicing laboratory equipment
• Associates degree (or equivalent) in Engineering, Business, Technical, or Science with 4+ year(s) servicing laboratory equipment
• High School Diploma (or equivalent) with 5+ year(s) of experience servicing laboratory equipment

Preferred Qualifications

• Proven experience on a technical support team, preferably in a Pharmaceutical laboratory environment.
• Strong troubleshooting skills on multi-vendor equipment

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 occasionally 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).

Compensation

The annual compensation range for this full-time position is $80,000 to $100,000. 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.

Diversity and Inclusion

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.