Ingénieur(e) de Service Client

About

PerkinElmer is looking for a Customer Service Engineer who will work on customer instruments at their sites throughout their assigned geographical area. They will be responsible for their installation, optimization, maintenance, troubleshooting, and qualification, as well as sharing best practices with users. Through their technical expertise, which they will impart, the Customer Service Engineer will ensure optimal equipment performance, contributing to maintaining and developing customer satisfaction.

• Itinerant position (40% travel throughout France)
• Geographical area: Position based in Île-de-France
• Daily travel is expected (valid driver's license required)

Responsibilities

Starting from a documented intervention request, in compliance with operating procedures and contractual commitments, and respecting QHSE rules:

• Plan your activity according to priorities and provide visibility on your schedule to your management.
• Perform instrument maintenance.
• Perform software and hardware updates.
• Perform instrument qualification.
• Apply maintenance and qualification protocols.
• Troubleshoot instruments.
• Systematically document each intervention in compliance with Quality standards.
• Systematically inform clients of the intervention's completion and any follow-up actions by communicating the operations performed and providing them with the intervention report for their signature.
• Report any observed incidents according to established processes.
• Manage the stock of materials necessary for interventions.
• Ensure that the tools used comply with specifications before confirming any intervention.
• Conduct internal and/or external technical training on instruments in your range(s).
• Promote PerkinElmer, its products, its services, and its consumables.

Responsibilities Exercised and Scope of Action

• Optimization of the schedule and customer presence rate, with the support of Managers if necessary.
• Organization of weekly travel to perform interventions based on priorities communicated by management and/or clients within the operating hours of the intervention sites.
• Determination of the most appropriate methods, approaches, and actions within the scope of your missions at client sites.
• Identification of blocking points for support teams.
• Performance of interventions in compliance with quality/cost/time objectives.
• Regular communication with the client to keep them informed of the intervention's progress.
• Technical training on instruments in your range(s).
• Proposal for procedure improvements.

Specific Professional Knowledge

• Previous experience in an itinerant position.
• Technical skills on equipment commonly used in laboratories:
• Proficiency in the chromatography product range required.
• Knowledge in materials characterization and inorganic analysis techniques, desired; training may be provided if necessary.
• Training delivery.
• Professional English (reading, writing, and speaking) (technical training provided in English, including abroad).
• Intermediate level in MS Office Suite.
• Authorization for low-voltage electrical operations in compliance with regulatory texts and standard C18-510: BR TBT and BT (training provided otherwise).

Profile

• Diploma or equivalent from Bac+2 to Bac+5 in science: chemistry, physical measurements, materials science, physics, or electronics.
• Valid driver's license required for daily travel.
• Autonomy.
• Team spirit.
• Pedagogical skills.
• Excellent client relations.
• Interest in new technologies and IT trends.
• Organization.
• Rigor.
• Meticulousness.

Why Join Us

• Company car.
• Company health insurance.
• Meal vouchers (€10 per working day, 40% employee contribution).
• Profit sharing.
• RTT days.