Customer Service Engineer

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 Service Engineer

Location(s)

Customer Site - VA, GSK (Haleon) (Richmond) - Customer Site VA

Job Description

Our Customer Service Engineer delivers best-in-class installation, maintenance, and repair services for multivendor laboratory instrumentation at customer sites, serving as the face of the company while ensuring customer needs are met efficiently. Beyond technical service, the CSE partners with sales to support business and maintains compliance through accurate documentation in systems like ServiceMax, ELN, Veeva, and EAMS. Success in this role requires strong troubleshooting skills, excellent communication, strong customer-facing skills and the ability to work independently in a fast-paced, regulated lab environment.

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 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 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: 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
• Position Description
• 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.
• Use the Electronic Lab Notebook (ELN) to document service and qualification activities
• Load the User/Operational Qualification (UOQ) documentation in Veeva
• Request Work Orders (WO) in the platform and EAMS

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time.

Critical Skills:

• Strong technical troubleshooting and diagnostic skills across multi-vendor laboratory instrumentation (GC, LC, IR, UV, LCMS, IC, HPLC, UPLC)
• Software: Empower and Lab Advisor
• Excellent written and verbal communication skills with a strong customer service orientation
• Working knowledge of GxP documentation standards and regulated laboratory quality systems
• Proficiency with service and quality platforms including ELN, Veeva, and EAMS
• Strong organizational and time-management skills to balance service schedules, documentation, and administrative reporting
• Ability to work independently at customer sites while collaborating cross-functionally with Sales, Quality, and Workplace Solutions teams

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 GCMS (QDa, SQ, Xevo and MassLynx) systems is a plus·     
• Sound knowledge of or ability to service multi-vendor UPLC, HPLC, GC, LC, IR, UV, LCMS, IC and other various lab equipment
• IQ/OQ/PQ and 21 CFR Part 11 familiarity

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). 
• 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 annual compensation range for this full-time position is $75,000 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.