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Customer Support Engineer

Newperkinelmer

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.

About Newperkinelmer

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.

Responsibilities

  • Customer Support Engineer Location(s) Vadodara Job Description Our Customer Services Engineer provides technical support in the development and implementation of customer applications and company products.
  • Conducts on-site enhancements, maintenance and support for new and existing systems.
  • Implements new product configurations/software upgrades, installs network devices and/or hardware components/peripherals.
  • Diagnoses, troubleshoots and repairs technical problems.
  • Knowledgeable of company and third-party vendor products utilized in the customer's application/systems.
  • 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.
  • 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.).
  • 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.
  • 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.

Requirements

  • Any graduate/postgraduate preferably Science Required work experience: 8-12 years of experience.
  • 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
  • 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

Preferred

  • Preferred Characteristics Leadership Provides inspirational leadership

Every job at Newperkinelmer