Customer Support Engineer

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.

Customer Support Engineer

Cape Town, South Africa

The "new" Perkin Elmer business, a newly independent company as of March 13, 2023, is a global analytical services and solutions provider with offerings including the leading One Source Field and Laboratory services business that serve the biopharma, food, environmental, safety and applied end markets to accelerate scientific outcomes. Since 1937, Perkin Elmer has served as a trusted partner in laboratory analysis and management and today complements its service offerings with a broad portfolio of atomic spectroscopy, molecular spectroscopy, and chromatography instruments, consumables, and reagents.

With a dedicated team of more than 6,000 team members, the Company serves customers in more than 35 countries. Additional information is available at

The Customer Service Engineer serves as the critical interface between the organization's cutting-edge product suite and high-value client environments. This role is responsible for seamless deployment, continuous optimization, and rigorous technical integrity of complex systems. By combining deep architectural knowledge with hands-on technical agility, the incumbent ensures that technology implementations provide maximum strategic value and operational reliability.

• System Architecture & Deployment:
  Execute the end-to-end implementation of proprietary and third-party software configurations, ensuring alignment with bespoke customer requirements and industry best practices.
• Infrastructure Management:
  Oversee the installation, integration, and performance tuning of critical hardware components and peripheral ecosystems.
• Proactive Lifecycle Support:
  Lead on-site maintenance initiatives and system enhancements to ensure long-term stability and scalability of existing technological assets.
• Advanced Problem Resolution:
  Diagnose and remediate high-level technical discrepancies through systematic troubleshooting and root-cause analysis, minimizing downtime and optimizing system throughput.
• Strategic Product Integration:
  Maintain an expert-level understanding of internal product roadmaps and diverse third-party vendor integrations to facilitate the development of robust, future-proof customer applications.

• SLA Compliance & Reliability:
  Ensure world-class service delivery by strictly adhering to Service Level Agreements (SLAs), consistently meeting response time targets and minimizing equipment downtime for all assigned accounts.
• Precision Technical Support:
  Provide high-visibility on-site support, encompassing the seamless installation, advanced troubleshooting, and complex repair of sophisticated instrumentation and systems.
• Preventive Infrastructure Care:
  Systematically execute scheduled preventive maintenance programs to forestall equipment failure and maximize long-term instrument performance.
• Lifecycle Management:
  Own the end-to-end technical lifecycle of field assets, from initial installation through warranty support and post-warranty maintenance.

• Revenue Generation & Contract Retention:
  Drive business sustainability by managing billable service calls and proactively promoting Service Contracts to ensure continuous customer coverage.
• Market Intelligence & Lead Generation:
  Identify and qualify sales opportunities for accessories and consumables, acting as a strategic partner to the commercial team.
• Productivity Optimization:
  Develop and implement localized productivity strategies designed to deliver measurable quarterly impacts on regional business performance.
• Data-Driven Innovation:
  Extract and analyse field data to provide actionable insights that drive operational excellence and process improvements.

• Inventory Integrity:
  Maintain meticulous records of personal service spares and inventory, ensuring a high standard…