Note: The job is a remote job and is open to candidates in USA. PerkinElmer is seeking a Customer Service Engineer to support customers using analytical laboratory systems. The role focuses on advanced installations, maintenance, troubleshooting, complaint investigations, customer relationship management, mentoring junior engineers, and identifying service opportunities.
Responsibilities
- Perform advanced installation, maintenance, qualification activities on analytical systems
- Lead resolution of complex technical issues and escalations
- Provide advanced remote and on-site troubleshooting support
- Support complaint investigations and root cause analysis
- Act as a technical escalation point within the service organization
- Develop long-term relationships with key customer stakeholders
- Serve as trusted technical advisor for laboratory optimization and instrument utilization
- Identify customer needs and recommend upgrades, services, and solutions
- Support customer retention through exceptional service delivery
- Mentor and coach junior service engineers
- Support onboarding and technical training activities
- Share best practices and technical expertise across the service team
- Contribute to continuous improvement initiatives
- Identify service opportunities and qualified sales leads
- Collaborate closely with commercial teams
- Provide customer and market feedback to product and service leadership
- Support achievement of regional service objectives
Skills
- Degree or technical education in Chemistry, Analytical Chemistry, Chemical Engineering, Electronics, Mechatronics, or a related discipline
- +3 years of successful field service experience with analytical instrumentation
- Advanced expertise with analytical systems and laboratory workflows
- Proven track record of resolving complex technical challenges
- Demonstrated customer relationship management skills
- Experience mentoring or supporting less experienced colleagues
- Fluent German and strong English language skills
- Valid driver's license and willingness to travel extensively
- Hochschulabschluss oder technische Ausbildung in Chemie, Analytischer Chemie, Chemieingenieurwesen, Elektronik, Mechatronik oder einem verwandten Fachgebiet
- +3 Jahre erfolgreiche Erfahrung im Außendienst mit Analysegeräten
- Fundierte Fachkenntnisse in analytischen Systemen und Laborabläufen
- Nachweisbare Erfolge bei der Lösung komplexer technischer Herausforderungen
- Nachgewiesene Fähigkeiten im Kundenbeziehungsmanagement
- Erfahrung in der Betreuung oder Unterstützung weniger erfahrener Kollegen
- Flüssige Deutschkenntnisse und sehr gute Englischkenntnisse
- Gültiger Führerschein und Bereitschaft zu umfangreichen Dienstreisen
Benefits
- Comprehensive onboarding and training in the relevant technologies and areas of work will be provided.
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