Lab Equipment Service Engineer

PerkinElmer; Boston (MA); On-site; USD 80,000 - 90,000; Full time

Job summary

PerkinElmer in Boston is seeking a Service Engineer to provide exceptional customer support by installing, maintaining, and repairing laboratory instruments. This role demands strong technical skills and interpersonal abilities to enhance customer satisfaction.

The ideal candidate should possess an Associate degree in a relevant field, be able to travel as required, and have troubleshooting expertise. The position offers a competitive salary of $80,000 to $90,000 annually, depending on qualifications and experience.

Qualifications

• Associate degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related discipline.
• Valid driver's license and ability to maintain safe vehicle operation required.
• Ability to travel as business requires.

Responsibilities

• Install, maintain, and repair PerkinElmer and multivendor instrumentation.
• Provide customer training for instrument operation.
• Support instrument sales and service agreements.

Skills

Troubleshooting

Customer service

Communication skills

Technical knowledge

Education

Associate degree in Applied Science or related discipline

Bachelor’s degree

Tools

Microsoft 365

Laboratory instruments (UPLC, HPLC)

Job description

Summary

PerkinElmer’s purpose is to enable scientists, researchers, and clinicians to address their most critical challenges across science and healthcare. With a mission focused on innovating for a healthier world, we deliver unique solutions to serve the diagnostics, life sciences, food and environmental markets. Every day, PerkinElmer Service Engineers help their customers enhance the productivity of their laboratory processes and drive high levels of satisfaction by delivering effective customer support. As a Service Team Member, you will represent the face of PerkinElmer and drive best-in-class customer service, responsiveness, and professionalism.

Key Responsibilities

Enhance the Customer Experience

• Install, maintain, validate and repair PerkinElmer and/or multivendor instrumentation at customer sites with best-in‑class service
• Provide scheduled and unscheduled corrective maintenance for customers including warranty services 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 your Team

• 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

Drive Organizational Growth

• 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: Company vehicle, 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.
• Outstanding interpersonal, written and verbal skills demonstrating the ability to communicate information clearly and accurately with others in a clear and concise manner.

Basic Qualifications

• Associate degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related discipline including military experience.
• 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.
• Demonstrated ability to troubleshoot, repair, and provide qualification services
• Must have a valid driver’s license. While performing the duties of this position you must always maintain safe motor vehicle operation

Other Requirements

• Must be able to remains in a stationary position more than 25% of the time
• The person in this position needs to occasionally move inside and outside labs
• 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.
• Regularly move or lift up to 25 pounds and occasionally move or lift up to 100 pounds
• Specific vision abilities required by this position include without limitation, the ability to observe details at close range (within a few feet of the instrument), 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

Preferred Qualifications

• Bachelor’s degree
• Experience using Microsoft 365
• 2+ years of laboratory and/or field service experience
• Exposure to analytical equipment, laboratory environment, and/or instrument control software
• Experience servicing UPLC and HPLC instruments, temperature controlled units, and tier 1 equipment including centrifuges, balances, plate washers, etc.
• Vendor issued certification on relevant laboratory equipment
• Knowledge of laboratory safety practices as defined by the Company and/or the customer’s site safety code
• Strong interpersonal skills; strong team player with customer satisfaction focus
• Ability to follow written and verbal directions, read and understand technical bulletins and service manuals, work under time constraints, maintain alertness and concentration, work safely with potential electrical, chemical, radiologic, and biologic hazards using universal precautions

Ability to operate personal computer to enter data and generate reports, ability to communicate clearly and effectively with peers, managers, customers, and other technical support professionals is critical to successful performance in this role

The annual compensation range for this full-time position is $80,000 to $90,000. 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.