Senior Customer Support Engineer- Analytical Labs

PerkinElmer; Cambridge (MA); On-site; USD 80,000 - 100,000; Full time

Job summary

PerkinElmer in Cambridge, MA seeks a Senior Service Team Member to install, maintain, validate and repair LC/MS systems and other analytical instruments. You will deliver high-level customer support, represent PerkinElmer professionally, and drive service excellence across site operations.

The role requires strong technical skills, a proven repair background, and the ability to travel as needed. PerkinElmer offers competitive compensation and opportunities to grow within a global leader in life

Qualifications

• Bachelor’s degree with 5+ years repair experience or equivalent.
• Experience repairing laboratory equipment and servicing analytical instruments.
• Ability to travel by air/vehicle as business requires; territory dependent.
• Experience with Waters Acquity/Alliance platforms is preferred; other platforms welcome.

Responsibilities

• Install, maintain, validate and repair Thermo Vanquish LC systems and Mass Spectrometers, primarily Orbitrap lines.
• Serve as primary site leader support for overall site operations.
• Provide troubleshooting, repair, and qualification services including warranty work.
• Deliver customer familiarization for instrument operation and maintenance.
• Communicate service offerings including training, support, software, and upgrades.
• Partner with customers to understand analytical workflows and enhance LAMP program offerings.
• Contribute to account profitability through efficient service delivery.
• Maintain assets, tools, inventory, and related documentation.
• Complete administrative tasks and maintain training and safety compliance.

Skills

Chromatography expertise (Reverse) and

Interpersonal skills; customer-focused

Follow written and verbal directions

Read technical bulletins and service/w

Time management under deadlines

Attention to detail

Safety awareness

Data entry and reporting

Clear written and verbal communication

Education

Bachelor’s degree in applied science/engineering

Associate degree in applied science

High school diploma + 10+ years repair experience

Tools

Microsoft 365

Instrument control software

Waters Acquity/Alliance control software

Job description

Job Summary:

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 Senior Service Team Member, you will represent the face of PerkinElmer and drive best-in-class customer service, responsiveness, and professionalism.

Job Responsibilities:

• Install, maintain, validate and repair Thermo Vanquish LC systems (Horizon, Flex, Core, and Neo) and Mass Spectrometers, primarily Orbitrap systems (Exploris, Astral, Exactive, and all Tribrid lines).

• Serve as primary support for the Site Leader for the overall operation of the site.
• This role will require a high level of self-management and completion of objectives.
• Provide troubleshooting, repair, and qualification services for customers including warranty services within a prescribed time frame and established maintenance protocols.
• Deliver customer familiarization for instrument operation and maintenance to support customer instrumentation, primarily focused on departmental LC and mass spectrophotometer instrumentation and program requirements.
• Communicate service offerings including training, support, software, laboratory services products and field upgrades
• Partner with our customers to understand their analytical workflow and applications, and enhance the existing LAMP program offerings
• 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

Critical Skills

• Must have extremely high skillset in Reverse phase and Normal Phase chromatography and be a subject matter expert in Waters Acquity and Alliance platforms. Other analytical platforms are a bonus
• 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
• 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:

• Bachelor’s degree in applied science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related discipline including military experience plus 5 years direct experience with repair of laboratory equipment OR
• Associate Degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related discipline including military experience plus 7 years direct experience with repair of laboratory equipment OR
• High School Diploma plus 10+ years direct experience with repair of laboratory equipment

Preferred Qualifications:

• Experience using Microsoft 365
• Detailed knowledge of analytical equipment, laboratory environment, and/or instrument control software
• 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
• 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
• Experience with TSQ's (triple quads), ISQ's (single quads), and Stellar MS

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.