Customer Service Technician

Job Description Summary

Provides technical support services on a variety of non-Perkin Elmer branded products. Conducts on-site “Essential Maintenance” services on primarily Tier 1 instruments (non-analytical, not networked). This may include periodic and corrective maintenance, triage and basic repairs. Diagnoses, troubleshoots and repairs technical problems when possible while escalating more complex repairs to instrument manufacturers (OEM) or establishing Third Party Vendors (TPV).

• Service 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
• Demonstrate 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
• 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, where applicable.
• 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 Perkin Elmer’s value proposition to the customer
• Seek higher level certification through participation in company-sponsored training & development offerings
• Complete all administrative tasks on time
• Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.

• 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

• Bachelor's degree Applied Science, Biology, Chemistry, Electronics, or related military experience OR
• Associate degree in Applied Science, Biology, Chemistry, Electronics, or related military experience with 2+ years of relevant work experience, OR
• Industrial Trade School Diploma with Mechanical, Electrical or HVAC experience, OR
• High School Diploma or equivalent with 5+ years of relevant experience

• Associate’s degree in Mechanical or Electronic/Electrical Engineering
• Experience using Microsoft 365 & Service Max
• 2+ years of laboratory and/or field service experience
• Exposure to biopharma laboratory environment
• 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

• 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 work 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…