Senior Customer Support Engineer

PerkinElmer

Midrand, Johannesburg
Permanent
Full-time

23 days ago

We are aware that fraudulent job offers are circulating on social media. Perkinelmer does not engage in email interviews, does not requests fees payments and only communicates through our secured enterprise management system. Please note that legitimate emails will always come from a 'perkinelmer.com' email address.What is Recruitment Fraud?Recruitment fraud is a sophisticated scam offering fake job opportunities to job seekers. This type of fraud is normally carried out through e-mails or social sites by an individual claiming to be from the company. These fraudsters often request recipients to complete employment forms requiring that you provide your personal identifying information. The scammer may even conduct an "interview" with the job seeker through a virtual conferencing platform and will often request that the job seeker make a payment as part of their fake recruiting process.How to identify Recruitment Fraud?Please note that PerkinElmer DOES NOT:

Send job offers from free email providers such as Yahoo, Google, etc. Some scammers try to use email addresses that have PerkinElmer in the name, such as

, however, these are not legitimate emails. * Present job offers without an employment application, an interview and a discussion with the hiring manager.

Request payments or any type of personal data, such as credit card information, from prospective candidates for employment.
Authorize anyone to collect money or arrive at any monetary arrangement in return for a job at PerkinElmer.
Require background screening on job applicants prior to being interviewed. All background screenings are conducted in accordance with applicable law and at appropriate times during the recruitment process, not prior to an interview.

What to do if you are approached?

Do not send any money or provide any personal information.
Please contact the FBI's Internet Crimes Complaint Center at this link to report the internet scam:

. The FBI's IC3 aggregates criminal events and conducts analyses to prosecute these crimes. CloseDon't ask what's next. Define it. Step up, stand out and make a Statement.KeywordsLocation Search JobsShareSenior Customer Support EngineerMidrand South Africa | Johannesburg South Africa Save for LaterResponsibilities Location Midrand, Johannesburg, ZA Job ID REQ-052805The CompanyThe “new” PerkinElmer business, a newly independent company as of March 13, 2023, is a global analytical services and solutions provider with offerings including the leading OneSource Field and Laboratory services business that serve the biopharma, food, environmental, safety and applied end markets to accelerate scientific outcomes. Since 1937, PerkinElmer has served as a trusted partner in laboratory analysis and management and today complements its service offerings with a broad portfolio of atomic spectroscopy, molecular spectroscopy, and chromatography instruments, consumables, and reagents. With a dedicated team of more than 6,000 team members, the Company serves customers in more than 35 countries. Additional information is available at .PurposeThe Customer Service Engineer installs, maintains, verifies performance (IPV - Instrument Performance Verification) and repairs scientific equipment at customer sites ensuring best-in-class service within established time frame and assigned territory.Best-in-class service is reflected by KPIs such as First Time Fix, Response Time, Down Time and Past Due PM.The Customer Service Engineer will impact sales of PerkinElmer by maintaining a high standard, professional image and by demonstrating the added value of customer support, always acting as an ambassador for the Company.The Customer Service Engineer will 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.Main product groups that will be supported are Inorganic systems (AA, ICP-OES & ICP-MS as well as MatChar (FTIR, UV-VIS)). Full product training will be given.Incumbent will be based in Johannesburg, South Africa area, aiming to cover the Customers based in South Africa, Lesotho, Swaziland, Botswana, Namibia, Malawi, Zimbabwe, Mozambique, Angola, Zambia and Mauritius. (EMEAI).Responsibilities

Performs field service as advised by the call dispatch staff/system in conjunction with the Team Leader, carrying our repairs, maintenance and installation of instrumentation and their accessories.
Provide onsite user training on defined product groups.
Organizing routine maintenance allocated on a monthly basis.
Ensures that all documentation, circuit diagrams, Service Data Bulletins and manuals are of the correct revision to undertake service on specific instrument types. Maintains ancillary documentation e.g., Safety Manual, Procedures Manual to the highest standard with regular reviewing of manuals provided in accordance with the Quality Management System.
Align personal working practices with the department's performance targets. Actively demonstrate compliance with all team targets.
Maintain a close working relationship with Product Specialists, Technical Support and Account Managers
Maintains personal service spares issued and inventory records to the highest standard. Ensures all anomalies are quickly and effectively reported and resolved.
Ensures that all tools and test equipment is adequate to perform service required, and that all test equipment issued is calibrated at the times specified.
Makes returns of all fully completed service documentation, Service Reports, Time Sheets, Expenses Claims, etc., on a weekly basis.
May be requested to perform specific and agreed tasks as defined through the Goal statements, already embedded in the Company Culture.

Basic Qualifications

Diploma or Bachelor's Degree in Electronic Engineering or Chemistry discipline
Valid Driving License
Fluent English.

Preferred Background/Characteristics

Experienced in a Customer Service Environment
Background in Electronics preferably gained in a high technology service environment, together with an understanding of analytical instrument applications.
Incumbent must have excellent people management and motivational skills.
Strong Technical skills on Laboratory Instrumentation

Competencies

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; by telephone and by email in English; Product training will be delivered in English.

Understanding of excellent Customer Service

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.

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