The Customer Support Engineer (CSE) performs installation, maintenance, Instrument Performance Validation (IPV), Qualification (OQ) and repairs on instruments installed at the customer site, providing application support and ensuring customer satisfaction.
They service PerkinElmer and/or other brands analyzers, attending technical trainings in Spain or abroad.
Most of the customers are in Pharma, so a high standard of professionalism is needed during the job and for filling documentation that will be provided to the customer.
The Customer Support Engineer will work alongside the Sales Team, maintaining high customer commitment, promoting new deals, and increasing business.
The core territory will be the Madrid region.
The main product groups supported are inorganic systems (AA, ICP, MS) with the possibility of operating on different product lines like Chromatography (GC, HPLC) according to specific business needs.
What she/he/they will do: Perform field activities based on call scheduling and in accordance with the Team Leader and Customer Care, providing service on the instruments and all related accessories.
Provide all needed information to End Users about all instrument lines under their responsibility.
Provide basic application support to the customer.
Maintain contact with all customers under their responsibility.
Perform all maintenance activities within the due date.
Stay updated through the new service documentation in the latest released version.
Ensure that the additional documentation used (e.g., Safety Manual, etc.)
complies with the Quality Management System.
Actively pursue all team and corporate objectives.
Maintain strong relations with Product Specialists, Technical Support, and Account Managers.
Use and keep updated all data in the CRM system (Service Max) in accordance with the Company KPI.
Develop CSE technical and soft skills through a specific goal-setting plan, in accordance with Company culture.
Technical Skills Required: 3-5 years of field service experience.
Knowledge of electronics, preferably acquired in a high-tech environment, along with an understanding of the applications of analytical instruments.
Good technical and analytical skills on laboratory instrumentation.
Strong problem-solving and independent working skills.
Communication ability to interface with customers at different levels, providing them with information, technical data, and any support required.
Ease of interfacing with various figures within the Corporate, also in English.
Training will be provided in English.
Strong orientation towards customer satisfaction.
Education and Requirements: Bachelor's and/or Master's degree in chemical-biological or electrotechnical disciplines or equivalent.
Spanish driving license level B or higher.
Languages: Spanish and English.
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