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$80k–$100k/yr
Full-time
high school, associate degree, bachelor degree
Posted 20d ago
~40 hrs/week
Responsibilities
The Senior Customer Support Engineer is responsible for installing, maintaining, and repairing analytical laboratory equipment, including LC systems and mass spectrometers. They serve as a primary point of contact for customers, providing technical troubleshooting and ensuring high levels of service productivity and satisfaction.
Requirements
Candidates must have a degree in a scientific or engineering field combined with 5 to 10 years of direct experience in laboratory equipment repair. Strong technical expertise in chromatography and mass spectrometry platforms, along with excellent interpersonal and communication skills, is required.
Full 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
Senior Customer Support Engineer- Analytical Labs
Location(s)
Cambridge, MA
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.
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.
For 85 years, we have pushed the boundaries of science with a clear purpose – to help our customers achieve theirs.
Industry
Biotechnology Research
Company size
5,001-10,000 employees
Founded
1937
Headquarters
Shelton, CT
LinkedIn followers
225,807
For 85 years, PerkinElmer has pushed the boundaries of science in our food, industrial, life science and environmental markets. In addition to innovative laboratory technologies, our OneSource services division delivers a highly trained, experienced, and collaborative team of service engineers with solutions scalable and customizable to serve laboratory needs.
We’ve always pursued science with a clear purpose – to help our customers achieve theirs. Our expert team brings technology and intangibles, like creativity, empathy, diligence, and a spirit of collaboration, in equal measure, to fulfill our customers’ desire to work better, innovate better, and create better.
PerkinElmer is a leading, global provider of technology and service solutions that help customers measure, quantify, detect, and report in ways that help ensure the quality, safety, and satisfaction of their products.
Science with Purpose. Learn more at www.perkinelmer.com.
Offices: 710 Bridgeport Avenue, Shelton, CT 06484, US
Environmental AnalysisForensics & ToxicologyIndustrial AnalysisLab Service SolutionsPharmaceuticalLife Sciencesand Chemical AnalysisHealth CareMedical DeviceHardware