Senior Customer Service Engineer

Senior Customer Service Engineer Location: Sanofi (Framingham) – Customer Site, MA Compensation: $100,000 to $120,000 per year. Job Description Every day, PerkinElmer 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 PerkinElmer and drive best‑in‑class customer service, responsiveness, and professionalism. Responsibilities Serve as primary support for the Site Leader for the overall operation of the site. Represent a high level of self‑management and completion of objectives. Install, maintain, validate, and repair Agilent HPLC (1200 series, 1290 series), Waters UPLC (Acquity, H series, M series, Bio‑Inert series), Waters Mass Spec instrumentation within customer department with best‑in‑class service. 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 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 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. 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. Outstanding interpersonal, written, and verbal skills demonstrating the ability to communicate information clearly and accurately with others. Qualifications Bachelor Degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related discipline including military experience plus 5 years direct experience with repair of laboratory equipment. Associate Degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related discipline including military experience plus 7 years direct experience with repair of laboratory equipment. High School Diploma plus 10+ years direct experience with repair of laboratory equipment. Preferred Qualifications Experience using Microsoft 365. Detailed knowledge of analytical equipment, laboratory environment, and/or instrument control software. Ability to travel by air, vehicle and/or other means of transportation as business requires. Must have a valid driver’s license. 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.). 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 operate 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. Occasionally operates a computer and other office machinery, such as a calculator, 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. EEO Statement 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. #J-18808-Ljbffr