Customer Service Engineer

Location: Seer Green, Buckinghamshire, GB, Reading, England, United Kingdom, High Wycombe, England, United Kingdom, Oxford, England, United Kingdom, Remote

Employment Type: Regular

Purpose

As a Field Service Engineer, you will play a vital role in enhancing the customer experience and supporting the continued success of PerkinElmers Analytical Solutions business. Acting as a trusted technical expert and ambassador for the company, you will deliver exceptional service and support that enables customers to maximise the performance, reliability, and value of their instrumentation.

Working collaboratively within a high-performing service team, you will contribute to operational excellence through effective planning, flexible problem-solving, and a commitment to customer satisfaction. Your efforts will help drive customer loyalty, support business growth, and contribute to the overall success of the Customer Service organisation.

The role is primarily focused on supporting our Inorganic instrumentation portfolio (ICP-OES, ICP-MS, and Atomic Absorption systems), with opportunities to broaden your expertise through cross-training on our Chromatography and Materials Characterisation technologies. Comprehensive training will be provided to support your continued professional development.

Based within the M40/M4 corridor region (Reading, Oxford, Banbury preferred), you will support customers across the South of the UK, with occasional travel throughout the UK, Ireland, and mainland Europe.

Responsibilities

• Performs field service as advised by the call dispatch staff/system in conjunction with the Regional Team Leader, carrying out repairs, preventative maintenance, qualifications, and installation including validation of instrumentation and their accessories.

• Provide onsite user training on defined product groups.

• Organizing routine maintenance allocated monthly.

• At the request of the Service Manager, performs service on behalf of PerkinElmer overseas offices, to the standard expected at sites of overseas customers

• 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.

• 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, Motor Vehicle Log Sheets etc, on a weekly basis or as required.

• May be requested to perform specific and agreed tasks as defined through the Goal statements, already embedded in the Company Culture.

• Able to promote/sell instruments and service products including consumables and service contracts

Basic Qualifications

• HND or equivalent in Electronic Engineering, Science, Biotechnology or similar discipline.
• Full Driving License.
• 5 years experience in a Scientific or Customer Service Environment.
• Experience of working in GMP environments preferred.
• Understanding of analytical techniques, applications and instrumentation a benefit
• Incumbent must have excellent people management and motivational skills

Preferred Characteristics

• Experience in a Scientific or Customer Service Environment.
• Experience of working in GMP environments preferred.
• Understanding of analytical techniques and instrumentation, as well awareness of instrument applications a benefit.
• Incumbent must have excellent people management and motivational skills