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.

Job TitleCustomer Support Engineer
Location(s)Buenos Aires

Responsibilities

CSE install, maintain, verify performance and repair scientific equipment at customer sites ensuring best-in-class service within established time frame and assigned territory.

Best-in-class service is reflected by well identified KPIs and CSE are responsible for ensuring KPI achievement at individual level. CSE are 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.
• 3 to 5 years of experience in a related customer service environment.
• Experience in Inorganic (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.
• Additional requirements include the 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. Additionally, the ability to operate 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 a knowledge of Microsoft OS, 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.
• Incumbent must have excellent people management and motivational skills.

CSE drive 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 / execute 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.
• FAS and SME for problem solving escalation processes and technical training requirements.
• Team Leaders for reporting, planning and professional development.