Customer Service Engineer
hace 3 días
Job Summary
- CSE drives high level customer satisfaction by providing expert service and support to customers in an established timeframe and within an assigned territory or field of expertise.
- Key focused activities include direct installation, maintenance, performance validation, and repair of scientific equipment. Where applicable, use remote and on-site diagnostic procedures to achieve problem resolution and plan/execution of service activities in the most efficient way.
- Represent PerkinElmer in front of the customer and guarantee customer loyalty through best-in-class responsiveness and professionalism in all customer interactions. CSE acts as an interface between customers, with a strong problem-solving attitude finalized at high level service support and key relationship consolidations.
Responsibilities
- CSE installs, maintains, verifies performance, and repairs scientific equipment at customer sites ensuring best-in-class service within established time frames and assigned territory.
- Best-in-class service is reflected by well-identified KPIs, and CSE is responsible for ensuring KPI achievement at the individual level. CSE is also responsible for reporting to Team Leaders any customer alerts and complaints, and for proactively providing in-depth information useful for problem-solving purposes.
Basic Qualifications
- Certificate of higher education or equivalent in electronic, chemistry, or biology engineering.
- Up to 3 to 5 years of experience in a related customer service environment.
- Experience in Inorganic (AA, ICP-OES, ICMPS) is a must.
Preferred Characteristics
- Full Driving License. While performing the duties of this job, the employee must safely operate a motor vehicle as evidenced by a good driving record, frequently travel long distances, and occasionally travel overnight. Air travel may be required.
- Knowledge of laboratory safety practices as defined by the Company and/or the customer's site safety code.
- Ability to follow written and verbal directions, read and understand technical bulletins and service manuals, work under time constraints, maintain alertness and concentration, and work safely with potential electrical, chemical, radiologic, and biologic hazards using universal precautions.
- Ability to operate a personal computer to enter data and generate reports, and communicate clearly and effectively with customers, peers, managers, and other technical support professionals are critical to successful performance in this role.
- Expert PC user with knowledge of Microsoft OS and ability to network PCs.
- Background in electronics preferably gained in a high technology service environment, together with an understanding of analytical and clinical instrument applications.
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