Onsite
When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs. With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services.
Job Description
· To fulfill aftersales needs of customers in the assigned territory
· To Maintain response time & downtime as per the SLA to assigned customers.
· Accountable for instruments installation and Warranty service in the Field.
· Accountable for Billable service and promote the service contracts.
· Accountable for Accessories & generating lead for Consumables sales.
· Develop and deliver a productivity strategy that contributes quarterly impacts to the business.
· Deliver actionable data driven insights to explore new areas of operational excellence.
· Ensure all in-field activities are carried out safely complying with company environmental Health & Safety (EHS) guidelines and procedures.
· Perform field service as advised by the Group Leader, carrying out repairs, maintenance and installation of instrumentation and their accessories.
· Provide highly visible customer support through the performance of on-site installation, troubleshooting, service, and repair of complex equipment and systems.
· Develop Junior Engineers on handling equipment’s and customers.
· Execute preventive maintenance calls as scheduled.
· Align personal working practices with the department’s performance targets. · Actively demonstrate compliance with all team targets.
· Maintain personal service spares issued and inventory records to the highest standard.
· Ensure all anomalies are quickly and effectively reported and resolved. · Ensure that all tools and test equipment is adequate to perform service required, and that all test equipment issued is calibrated at the times specified.
· Make returns of all fully completed service documentation, Service Reports, Expenses Claims, daily.
· To ensure that quality standards are maintained while servicing the equipment.
· To maintain good communication at all relevant levels of customer organization.
· In case, customer gives poor rating while taking feedback about our services, necessary support must be taken from colleagues and ensure that customer complaint is resolved. Knowledge Management
· To continuously update the technical knowledge of products.
· To develop applications knowledge.
· To develop soft skills related to communication, selling and customer management. Cross functional support
· To support all colleagues as and when necessary, aligning to objectives of organization growth.
· To help Service Sales by following up on contract status, Account Receivables and promoting Upgrades/Accessories/Consumables
Basic Qualifications
Education: Any graduate/postgraduate preferably Science
Required work experience:
· Should have more than 6-10 years of experience in the relevant field.
· Experience in a Customer Service Environment
· Background in Electronics preferably gained in a high technology service.
· environment, with an understanding of analytical or clinical instrument applications.
Competency Required:
Strategic Perspective:
· Provides innovative growth ideas.
· Collaborates well across PKI.
· Develop Service coverage and sales plan (customers)
Leadership
· Provides inspirational leadership.
· Strong communication/presentation skills
· Attracts/develops/retains high potential/ performing teams.
· Collaborates well with all PKI organizations
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