Sr. Customer Support Engineer

Purpose

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. Working as a team to plan and execute work in an effective and efficient manner, providing the highest levels of customer service support and the best possible financial performance.

Main analytical product groups that will be supported are ICP and ICPMS as well as Chromatography (GC/LC) and associated analytical product lines, as required within region. Full product training will be given.

In addition to experienced field service engineers, we would welcome lab scientists and technicians with hands on experience of ICPMS looking for a career change.

Responsibilities

• Ideally based in Norway (Oslo) and covering all the Nordic countries.
• Performs field service and routine maintenance as required by using the available systems in conjunction with the Regional Group Leader, carrying out repairs, maintenance, installation and validation of instrumentation and their accessories.
• Provide onsite user training on defined product groups.
• At the request of the Service Manager, performs service on behalf of PerkinElmer overseas offices, to the standard expected across Europe, and at sites of overseas customers.
• Ensures that all documentation, circuit diagrams, Service Data Bulletins and manuals are of the correct revision to undertake service on specific instrument types. Maintains ancillary documentation e.g. Safety Manual, Procedures Manual to the highest standard with regular reviewing of manuals provided in accordance with the Quality Management System.
• Align personal working practices with the department’s performance targets. Actively demonstrate compliance with all team targets.
• Maintains personal service spares issued and inventory records to the highest standard. Ensures all anomalies are quickly and effectively reported and resolved.
• Ensures that all tools and test equipment is adequate to perform service required, and that all test equipment issued is calibrated at the times specified.
• Makes returns of all fully completed service documentation, Service Reports, Time Sheets, Expenses Claims, Motor Vehicle Log Sheets etc, on a weekly basis.
• May be requested to perform specific and agreed tasks as defined through the Goal statements, already embedded in the Company Culture.

Basic Qualifications

• Diploma or equivalent in Electronic/Electrical Engineering, Science, or another suitable or compatable discipline
• Minimum 3 years experience in a related Field Service role, or similar field - or lab experience of using ICPMS
• Full clean driving License

Preferred Characteristics

• Ability to communicate in a professional manner with customers and colleagues on all levels, providing service information, technical data and general help as necessary.
• Ability to communicate orally and in writing.
• Negotiating and influencing skills.
• Understanding of excellent Customer Service.