Customer Service Technician

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

Location(s)

Boston

Job Description

Job Description Summary

Provides technical support services on a variety of non-PerkinElmer 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 establish Third Party Vendors (TPV).

Job Responsibilities:

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 PerkinElmer’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.

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 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

Basic Qualifications:

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

Preferred Qualifications:

Associate’s degree in Mechanical or Electronic/Electrical Engineering
Experience using Microsoft 365 & ServiceMax
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

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 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 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.
Frequently operates a laptop/computer and other office machinery, such as a 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 $83,000. 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.

Details

Location

Boston, MA, USA

Salary

$75,000 – $83,000/year

Job Title

Customer Service Technician

Location(s)

Boston

Job Description

Job Description Summary

Job Responsibilities:

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 PerkinElmer’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.

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 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

Basic Qualifications:

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

Preferred Qualifications:

Associate’s degree in Mechanical or Electronic/Electrical Engineering
Experience using Microsoft 365 & ServiceMax
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

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 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 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.
Frequently operates a laptop/computer and other office machinery, such as a 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.