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)Mumbai

Responsibilities

• To fulfill aftersales needs of customers in the assigned territory
• To Maintain response time & downtime as per the SLA to assigned customers.
• Accountable for instruments installation and Warranty service in the Field.
• Accountable for Billable service and promote the service contracts.
• Accountable for Accessories & generating lead for Consumables sales.
• Develop and deliver a productivity strategy that contributes quarterly impacts to the business.
• Deliver actionable data driven insights to explore new areas of operational excellence.
• Ensure all in-field activities are carried out safely complying with company environmental Health & Safety (EHS) guidelines and procedures.
• Perform field service as advised by the Group Leader, carrying out repairs, maintenance and installation of instrumentation and their accessories.
• Provide highly visible customer support through the performance of on-site installation, troubleshooting, service, and repair of complex equipment and systems.
• Develop Junior Engineers on handling equipment’s and customers.
• Execute preventive maintenance calls as scheduled.
• Align personal working practices with the department’s performance targets.
• Actively demonstrate compliance with all team targets.
• Maintain personal service spares issued and inventory records to the highest standard.
• Ensure all anomalies are quickly and effectively reported and resolved.
• Ensure that all tools and test equipment is adequate to perform service required, and that all test equipment issued is calibrated at the times specified.
• Make returns of all fully completed service documentation, Service Reports, Expenses Claims, daily.
• To ensure that quality standards are maintained while servicing the equipment.
• To maintain good communication at all relevant levels of customer organization.
• In case, customer gives poor rating while taking feedback about our services, necessary support must be taken from colleagues and ensure that customer complaint is resolved.

Knowledge Management

• To continuously update the technical knowledge of products.
• To develop applications knowledge.
• To develop soft skills related to communication, selling and customer management.

Cross functional support

• To support all colleagues as and when necessary, aligning to objectives of organization growth.
• To help Service Sales by following up on contract status, Account Receivables and promoting Upgrades/Accessories/Consumables.

Basic Qualifications

Education: Any graduate/postgraduate preferably Science

Required work experience:

• Should have more than 6-8 years of experience in the relevant field.
• Experience in a Customer Service Environment
• Background in Electronics preferably gained in a high technology service.
• environment, with an understanding of analytical or clinical instrument applications.

Competency Required:

Strategic Perspective:

• Provides innovative growth ideas.
• Collaborates well across PKI.
• Develop Service coverage and sales plan (customers)

Leadership

• Provides inspirational leadership.
• Strong communication/presentation skills
• Attracts/develops/retains high potential/ performing teams.
• Collaborates well with all PKI organizations

Preferred Characteristics

• Resourceful and resilient in achieving goals, focused on achieving results
• Enthusiastic
• Proactive mindset with strong sense of responsibility and ownership
• Creates and maintains effective customer relationships.
• Ability to communicate in a professional manner with customers on all levels, providing service information, technical data, and general help as necessary.
• Ability to communicate internally, orally and in writing.
• Negotiating and influencing skills
• Understanding of excellent Customer Service