What are the responsibilities and job description for the Critical Resolution Engineer- Organic position at PerkinElmer?
Job Responsibilities:
- Complex issue resolution
- Serve as the go-to expert for difficult or high-impact repairs across regional teams, with reduced expectations for routine work
- Support the field through remote guidance or on-site assistance when needed, with shadowing by local CSE to build skillset
- Partner with Tech Services to close escalations quickly and effectively
- Teaching & coaching
- Deliver in person training to new CSEs to help them build competence in key maintenance events and basic repairs
- Develop and deliver in person refresher & advanced training for experienced CSEs looking to further build skillset
- Provide input to technical services team on training course content & format to accelerate skill development
- Provide on-the-job training to new CSEs or CSEs learning a new product line
- Identify skill gaps and work with area managers to track progress of new and developing CSEs, including certifying CSE product line readiness
- Service Excellence
- Work with technical services & area managers to reduce repeat visits and increase first-time fix performance across the region
- Identify repeat issues & escalate to quality and technical services to investigate
- Provide input on product performance issues and preventive support recommendations in collaboration with technical services (SDB’s, improved PM checklists, product gaps & issues, design for service)
- Partner with regional leaders to optimize service performance at key accounts
- Aptitude for technical critical thinking, practical problem solving and attention to detail
- Expertise in PerkinElmer products, hardware, and software across several product lines
- Strong interpersonal, written, and verbal skills, demonstrating the ability to communicate information clearly and accurately in a classroom setting
- Ability to create technical guides and written instructions for field engineers
- Outstanding customer service skills complemented by an ability to listen to and interpret client requests
- Excellent team player with a customer satisfaction focus
- Ability to follow and create written and verbal directions, read and understand technical bulletins and service manuals, work under time constraints, maintain alertness and concentration, and work safely with potential hazards
- BA bachelor’s degree in applied science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related discipline including military experience plus 7 years direct experience with repair of laboratory equipment OR Associate Degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related discipline including military experience plus 10 years direct experience with repair of laboratory equipment OR High School Diploma plus 15 years direct experience with repair of laboratory equipment
- This role requires up to 50% travel, to support escalations, new-hire development, key account stability, and complex installations. Travel will vary by month depending on business needs and will be focused on high-impact work rather than routine service calls.
- Expertise in PerkinElmer Organic products, including hardware and software.
- Certification on relevant laboratory equipment
- Knowledge of laboratory safety practices as defined by the Company and/or the customer’s site safety code.
- Valid driver’s license and safe motor vehicle operation
- Must be able to work in a laboratory, controlled environments requiring personal protective equipment (e.g., lab coat, safety glasses, etc.) in laboratory
- Job pace may be fast and job demands may be high
- Must be able to remain in a stationary position more than 25% of the time
- Ability to occasionally move between labs, corridors, adjoining rooms, and buildings onsite. Frequently operating on instruments, objects, tools or controls, which will require regularly bending, squatting, stretching and reaching in order to perform in a service function
- Occasionally move or lift up to 25 pounds (potential for occasional lifting of up to 50 pounds)
- Specific vision abilities required by this position include without limitation, the ability to observe details at close range distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus in order to perform the essential service functions of this position
- Occasionally operates a computer and other office machinery, such as a calculator, copy machine, and computer printer
- Employee may be required to handle hazardous waste according to local, state, and federal regulations. Duties may include identifying, handling, generating, accumulating, storing and labeling hazardous waste
- Potential risk to lab-based hazards including but not limited to extreme temperature, biological materials, and hazardous chemicals
- May be required to complete Medical Clearance, Respiratory Protection Training, and Fit Testing to wear a respirator as protection against hazards present in the laboratory environment