What are the responsibilities and job description for the Customer Support Engineer position at Validation Associates?
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 :
Bachelor’s degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related military experience and 5 plus years of experience in the ability to troubleshoot, repair, and provide qualification services in a laboratory setting OR Associate degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related military experience and 7 plus years of experience in the ability to troubleshoot, repair, and provide qualification services in a laboratory setting
Must Haves :
You must have the 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
UPLC, HPLC experience with extensive troubleshooting skills in Reverse Phase and Normal Phase Chromatography
Repair experience, with the ability to use a multimeter to repair electronics such as replacing boards, power supplies, fuses etcetera
Experience in servicing (e.g. Performing Preventative Maintenance & Repairs) Agilent HPLC systems & Mass Spec is REQUIRED. Also, Agilent GC experience is a plus but not required. This will be their main focus in servicing instruments onsite.
Basic electrical knowledge
GxP experience with instrument PM protocols, IQ, OQ, PQ and controlled documents
Technology Requirements :
Experience using Microsoft 365 and other business software platforms
