Customer Support Engineer
Cisbio - Richmond, VA
Employment Type : Full-Time
Responsibilities
Location Richmond, VirginiaUS Job ID JR-031071
Key Responsibilities
Enhance the Customer Experience
- Install, maintain, validate and repair PerkinElmer and/or 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
- 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 your Team
- 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
Drive Organizational Growth
- 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
- Complete all administrative tasks to include but not limited to time reporting, assigned training, etc.
Critical Skills
- 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
Basic Qualifications
- Bachelor’s degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related military experience.
- 5 plus years with demonstrated ability to troubleshoot, repair, and provide qualification services
- 5 plus years of exposure to analytical equipment, laboratory environment, and/or instrument control software
Preferred Qualifications
- Experience in Mass spec is highly desired
- Vendor issued certification on relevant laboratory equipment is a plus
Other Requirements
- Must be able to remain in a stationary position 2-3 hours in laboratory areas.
- The person in this position needs to occasionally move inside and outside the lab
- Reach above/below the shoulder, bend at the knees and waist.
- Frequently moves up to 25 pounds of equipment/machinery and occasionally move up to 50 pounds.
- Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
- Use of personal protective equipment in laboratory.