What are the responsibilities and job description for the Customer Support Engineer position at VALIDATION ASSOCIATES LLC?
Daily Responsibilities / Job Description :
Our Customer Support Engineer is responsible for maintaining a high standard of professional customer support. In this role, the Customer Support Engineer will act as the face for the company, making sure our customer needs are met in a timely and efficient manner. This is a full-time onsite position in Indianapolis, IN.
Job Responsibilities :
- Enhance the Customer Experience
- Install, maintain, validate and repair PerkinElmer and / or multivendor instrumentation including Waters Acquity and Alliance systems at customer sites with best-in-class service
- Provide scheduled and unscheduled corrective maintenance for customers including warranty services within a prescribed time frame and established maintenance protocols
- Deliver customer familiarization for instrument operation and maintenance
- Communicate service offerings including training, support, software, laboratory services products and field upgrades
- Partner with our customers to understand their analytical workflow and applications
- Support the local instrument sales representative(s) to help secure new instrument orders
- Provide service that helps to drive the sale of new service agreements, service agreement upgrades and instrument add-ons to existing service contracts
- Display exceptional written and verbal communication skills and actively interface with peers and customers
- Develop organizational awareness of other functional groups and product lines
- Drive Organizational Growth
- 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 : Company vehicle, 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.
Qualifications / years of experience :
Must Haves :
Technology Requirements :
Salary : $40 - $42
