Purpose
The 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 departments 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.
- Diploma or Bachelors Degree in Electronic Engineering or Chemistry discipline
- Valid Driving License
- Fluent English.
- 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
- 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
