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 TitleSenior Customer Support Engineer- Analytical LabsLocation(s)Cambridge, MA
Job Description
Job Summary:
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.
Job Responsibilities:
- Install, maintain, validate and repair Thermo Vanquish LC systems (Horizon, Flex, Core, and Neo) and Mass Spectrometers, primarily Orbitrap systems (Exploris, Astral, Exactive, and all Tribrid lines).
- Serve as primary support for the Site Leader for the overall operation of the site.
- This role will require a high level of self-management and completion of objectives.
- 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 our 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
- Must have extremely high skillset in Reverse phase and Normal Phase chromatography and be a subject matter expert in Waters Acquity and Alliance platforms. Other analytical platforms are a bonus
- 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 in a clear and concise manner.
Basic Qualifications:
- Bachelor’s 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 OR
- 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 OR
- 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. Travel will vary depending on territory requirements and/or customer base.
- Must have a valid driver’s license. While performing the duties of this position you must always maintain safe motor vehicle operation
- 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
- Experience with TSQ's (triple quads), ISQ's (single quads), and Stellar MS
The annual compensation range for this full-time position is $80,000 to $100,000. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.
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.Skills Required
- Bachelor's degree in applied science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related discipline plus 5 years direct experience repairing laboratory equipment
- Associate degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related discipline plus 7 years direct experience repairing laboratory equipment
- High School Diploma plus 10+ years direct experience repairing laboratory equipment
- Expertise in reverse phase and normal phase chromatography
- Subject matter expertise with Waters Acquity and Waters Alliance platforms
- Experience installing, maintaining, validating and repairing Thermo Vanquish LC systems and Orbitrap mass spectrometers
- Ability to read and follow technical bulletins and service manuals and perform troubleshooting/repair under time constraints
- Ability to work safely with electrical, chemical, radiologic, and biologic hazards and follow laboratory safety practices
- Ability to operate a personal computer to enter data and generate reports; strong written and verbal communication skills
- Experience using Microsoft 365
- Vendor-issued certification on relevant laboratory equipment
- Experience with TSQ, ISQ, and Stellar MS instrumentation
- Valid driver's license and ability to travel as business requires
PerkinElmer Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about PerkinElmer and has not been reviewed or approved by PerkinElmer.
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Retirement Support — Retirement support stands out through strong 401(k) matching and, in places, immediate vesting that can materially increase total rewards. The ability to direct contributions and manage rollover options adds flexibility to long-term savings.
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Leave & Time Off Breadth — Leave offerings are described as fair, with paid holidays, vacation, floating holidays, and paid sick leave included across many roles. Reported PTO amounts (e.g., roughly three weeks or 18 days) suggest a solid baseline even if it varies by site and department.
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Flexible Benefits — Benefits appear broad and customizable, spanning multiple insurance types, spending accounts, wellness programs, and optional coverages like pet insurance. Added programs such as EAP resources, backup care, discount platforms, and tuition reimbursement expand the total rewards footprint beyond core pay.
PerkinElmer Insights
What We Do
For 85 years, PerkinElmer has pushed the boundaries of science from food to health to the environment. We’ve always pursued science with a clear purpose – to help our customers achieve theirs. Our expert team brings technology and intangibles, like creativity, empathy, diligence, and a spirit of collaboration, in equal measure, to fulfill our customers’ desire to work better, innovate better, and create better. PerkinElmer is a leading, global provider of technology and service solutions that help customers measure, quantify, detect, and report in ways that help ensure the quality, safety, and satisfaction of their products. Learn more at www.newperkinelmer.com.
