Customer Support Engineer Job ID: REQ-058570

Location: Zerakpur, Punjab

Job Type: Regular The Customer Support Engineer provides technical support in the development and implementation of customer applications and company products. Conducts on-site enhancements, maintenance, and support for new and existing systems. Implements new product configurations/software upgrades, installs network devices and/or hardware components/peripherals.

Diagnoses, troubleshoots, and repairs technical problems. Knowledgeable of company and third-party vendor products utilized in the customer's application/systems.

Responsibilities

- Impact sales of PerkinElmer by maintaining a high standard, qualified 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. Planning and executing work in an effective and efficient manner, providing the highest levels of customer service support and the best possible financial performance.
- Team Development: Builds a thorough understanding of customers, their businesses, and the processes and instruments used in meeting their business goals and ensure that FSE's possess adequate skills and instrument expertise to provide best-in-class service and support. Ensure that all team members are fully developed in the skills and abilities required to serve customers in these areas.

In addition to technical development, work with FSE's to develop business skills towards increasing account penetration and overall profitability of service and support calls (time spent, billing, parts utilization, repair/replace decisions, etc.).

- Resource Planning and Deployment: Ensures FSE's deployment to meet customer demand in the region. Develop and maintain ongoing communication and a strong working relationship with peers to understand and manage resource availability/limitations.



Ensure adequate planning and coordination of coverage to meet customer needs.

Interpret warranty and service agreements and ensure that resources are deployed consistently with defined obligations.

- Customer Support: Build relationships with customers with the goal of understanding their business needs and laboratory processes to position PerkinElmer's laboratory services products to meet those needs. Seek opportunities to expand relationships and grow service revenue by building a stronger presence in key regional accounts, expanding service contract base, and providing best-in-class service and support. Develop resources appropriately to meet customer needs.

Work with Sales Managers, Support Manager, Customer Care, and FSE's to expand penetration of key laboratory services products and follow up with customers as required.

- Develop and deliver a productivity strategy that contributes quarterly impacts to the business.
- LEAD responsibilities for the Service Team. Be the first point of contact for any issues resulting from the LEAD.
- Assisting Management Group in developing new business & dealing with customer issues.
- Maintains and updates own relevant product knowledge. Maintaining all relevant documents.
- Maintains high levels of effective communication both internal and external to PerkinElmer.
- Performs field service as advised by the Regional Manager, carrying out repairs, maintenance, and installation of analytical and clinical instrumentation.
- Maintains and repairs instruments and their accessories, requiring specialist service, within product grouping as defined by the appropriate Regional Manager.
- Maintains spares kits issues and inventory records to the highest standard.



Ensures all anomalies are quickly and effectively reported and resolved.
- Ensure that all tools and test equipment are adequate to perform the service required and that all test equipment issued is calibrated at the times specified.
- Make sure to upload all fully completed service documentation and Service Reports on the portal by the team.
- May be requested to perform specific and agreed tasks as defined through the Goal statements, already embedded in the Company Culture.
- Adherence to compliance and processes of PerkinElmer.
- Maintain CSAT score of the region as per company set target.

Basic Qualifications

- Education: Any graduate/postgraduate preferably Science.
- Required work experience: 8-12 years of experience.

Competency Required:

- Influencing and motivational skills are key.
- Resourceful and resilient in achieving goals, focused on achieving results.
- Provides team members with help, coaching, and support.
- Ability to demonstrate thought leadership by using expertise to address customers' issues.

Preferred Characteristics

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

- Business Planning

- Effectively deploys resources to grow.
- Lead/deploy key business processes (i.e. SGS, AOP, LEAD, MOR, QOR, etc.).
- Provides accurate business forecasts.
- Negotiate complex Service contracts.

PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. PerkinElmer is committed to a culturally diverse workforce.

📌 Customer Support Engineer (India)
🏢 Perkinelmer
📍 India