Senior Customer Support Engineer- Analytical Labs

When joining Perkin Elmer, 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 One Source services.

Senior Customer Support Engineer
- Analytical Labs

Cambridge, MA

Job Summary:

Every day, Perkin Elmer 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 Perkin Elmer and drive best‑in‑class customer service, responsiveness, and professionalism.

• 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 Perkin Elmer’s value proposition to the customer.
• Enhance Perkin Elmer’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.

• 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…