Sr Customer Support Engineer

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.

The job holder ensures the delivery of best-in-class customer support (service, preventive maintenance, customer and sales relations) through effective resource planning and deployment, team and business development and field administration.

Responsibilities

• Impact sales of PerkinElmer by maintaining a high standard, professional image and by demonstrating the added value of customer support, always acting as an ambassador for the Company.
• Impact positively on the overall performance of the Customer Service Department by maintaining a flexible approach to work. Planning and executing work in an effective and efficient manner, providing the highest levels of customer service support and the best possible financial performance.
• Team Development: Builds a thorough understanding of customers, their businesses and the processes and instruments used in meeting their business goals and ensure that FSE’s possess adequate skills and instrument expertise to provide best-in-class service and support. Ensure that all team members are fully developed in the skills and abilities required to serve customers in them
• areas. In addition to technical development, work with FSE’s to develop business skills towards increasing account penetration and overall profitability of service and support calls (time spent, billing, parts utilization, repair/replace decisions, etc.).
• Resource Planning and Deployment: Ensures FSE’s deployment to meet customer demand in region. Develop and maintain ongoing communication and a strong working relationship with peers to understand and manage resource availability / limitations. Ensure adequate planning and coordination of coverage to meet customer needs. Interpret warranty and service agreements and ensure
• that resources are deployed consistently with defined obligations.
• Customer Support: Build relationships with customers with the goal of understanding their business needs and laboratory processes in order to position PerkinElmer’s laboratory services products to meet those needs. Seek opportunities to expand relationships and grow service revenue by building a
• stronger presence in key regional accounts, expanding service contract base and providing best-in-class service and support. Develop resources appropriately to meet customer needs. Work with Sales Managers, Support Manager, Customer Care and FSE’s to expand penetration of key laboratories
• services products and follow up with customers as required.
• Develop and deliver a productivity strategy that contributes quarterly impacts to the business
• LEAD responsibilities for the Service Team. Be first point of contact for any issues resulting from the LEAD
• Assisting Management Group in developing new business & dealing with customer issues
• Maintains and updates own relevant product knowledge. Maintaining all relevant documents
• Maintains high levels of effective communication both internal and external to PerkinElmer.
• Performs field service as advised by the Regional Manager, carrying our repairs, maintenance and installation of analytical and clinical instrumentation.
• Maintains and repairs instruments and their accessories, requiring specialist service, within product grouping as defined by the appropriate Regional Manager.
• Maintains spares kits issues and inventory records to the highest standard. Ensures all anomalies are quickly and effectively reported and resolved.
• Ensure that all tools and test equipment is adequate to perform the service required, and that all test equipment issued is calibrated at the times specified.
• Make sure to upload all fully completed service documentation, Service Reports on portal by team.
• May be requested to perform specific and agreed tasks as defined through the Goal statements, already embedded in the Company Culture
• Adherence to compliance and processes of Perkin Elmer.
• Maintain CSAT score of the region as per company set target.

Basic Qualifications

Education: Any graduate/postgraduate preferably Science

Required work experience: 8-12 years of experience.

Competency Required:

• Influencing and motivational skills are key
• Resourceful and resilient in achieving goals, focused on achieving results
• Provides team members with help, coaching and support
• Ability to demonstrate thought leadership by using expertise to address customers issues

Preferred Characteristics

Leadership

• Provides inspirational leadership
• Strong communication/presentation skills
• Attracts/develops/retains high potential/ performing teams
• Collaborates well with all PKI organizations

• Business Planning
• Effectively deploys resources to grow
• Lead/deploy key business processes (i.e. SGS, AOP, LEAD, MOR, QOR, etc.)
• Provides accurate business forecasts
•  Negotiate complex Service contracts