Sr. Customer Support Engineer

📍 Job Overview

• Job Title: Sr. Customer Support Engineer
• Company: PerkinElmer
• Location: Catania, Sicily, Italy - Remote (Field Based)
• Job Type: Full-Time
• Category: Field Service Engineer, Customer Support
• Date Posted: 2025-07-17
• Experience Level: Mid-Senior level (2-5 years)
• Remote Status: Remote (Field Based)

🚀 Role Summary

• Provide on-site installation, troubleshooting, and repair of complex laboratory instruments and systems.
• Serve as a technical liaison between PerkinElmer and customers, ensuring their needs are met and problems are resolved.
• Contribute to the development of new products and services, as well as the commercial growth of the Service.
• Maintain and enhance PerkinElmer's value proposition to customers through continuous personal development and technical skill improvement.

📝 Enhancement Note: This role requires a strong technical background, excellent communication skills, and a customer-focused mindset. The remote (field-based) nature of the role demands exceptional organizational skills and the ability to work autonomously.

💻 Primary Responsibilities

• Installation & Troubleshooting: Install, maintain, and troubleshoot laboratory instruments, ensuring their operational quality and compliance with contractual commitments.
• Customer Training: Advise and train customers in the operation and maintenance of the system, ensuring their proficiency and satisfaction.
• Software & Hardware Management: Manage software and hardware updates, documenting everything systematically to maintain accurate records.
• Customer Communication: Establish and maintain regular communication with customers, addressing their needs and concerns promptly and effectively.
• Procedure Development & Adherence: Follow existing procedures and develop new ones to guide interventions and ensure consistent, high-quality service.
• Business Development: Contribute to the commercial development of the Service by identifying opportunities for additional support, equipment, or services.
• Technical Skill Development: Actively develop personal technical skills through company-sponsored training, certification, and development initiatives.

📝 Enhancement Note: This role requires a strong technical foundation and the ability to adapt to various laboratory instruments and systems. Excellent problem-solving skills and a customer-centric approach are essential for success in this position.

🎓 Skills & Qualifications

Education: A minimum Bachelor's Degree in Chemistry, Physics, Electronics, or a related field. Relevant work experience may substitute for formal education.

Experience: A minimum of 3-5 years of experience working as a field service engineer or in a laboratory environment with a troubleshooting approach. Familiarity with PerkinElmer's products (PKI) and analytical processes (AA, ICP-OES, ICP-MS) is advantageous.

Required Skills:

• Proven experience in a laboratory environment with a troubleshooting approach.
• Strong computer literacy (Word, Excel, PowerPoint, Internet).
• Autonomous, well-organized, and rigorous with excellent communication skills and a good team spirit.
• Very good interpersonal skills and a professional level of English (read, written, and spoken).
• Multi-tasking with a desire to invest in discovering new techniques and products.

Preferred Skills:

• Knowledge of PerkinElmer's products (PKI) and analytical processes (AA, ICP-OES, ICP-MS).
• Experience working with customers in the analytical solutions industry.
• Familiarity with service-level agreements (SLAs) and key performance indicators (KPIs).

📝 Enhancement Note: This role requires a unique blend of technical expertise, strong communication skills, and a customer-focused mindset. Candidates with experience in a laboratory environment and familiarity with PerkinElmer's products will be well-suited to this position.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• Demonstrate a strong track record of successful customer support, including case studies or testimonials highlighting your problem-solving skills and customer satisfaction.
• Showcase your technical expertise through examples of complex installations, troubleshooting, and repair projects.
• Highlight your ability to develop and maintain strong customer relationships through effective communication and training.

Technical Documentation:

• Provide examples of well-documented procedures, software updates, and maintenance records to demonstrate your attention to detail and commitment to accurate record-keeping.
• Include any relevant certifications or training accomplishments that showcase your continuous professional development.

💵 Compensation & Benefits

Salary Range: €35,000 - €45,000 per year (Based on market research and regional adjustments for Italy)

Benefits:

• Competitive benefits package, including health insurance and retirement plans.
• Opportunities for professional development and career growth within PerkinElmer.
• A dynamic and rigorous work environment that encourages innovation and collaboration.

Working Hours: Full-time (40 hours/week) with flexible working hours to accommodate customer needs and travel requirements.

📝 Enhancement Note: The salary range provided is an estimate based on market research and regional adjustments for Italy. Actual compensation may vary depending on factors such as experience, skills, and company performance.

🎯 Team & Company Context

🏢 Company Culture

Industry: PerkinElmer is a world leader in providing analytical and instrumental solutions to improve the health and safety of people and their environment. This role is part of the Analytical portfolio, focusing on laboratory instruments and systems.

Company Size: PerkinElmer is a large, global organization with a strong presence in the analytical solutions industry. This size offers opportunities for career growth and exposure to diverse technologies and markets.

Founded: PerkinElmer was founded in 1937 and has since grown into a trusted leader in scientific solutions, with a mission to innovate for a healthier world.

Team Structure:

• The Customer Support team is part of the broader Service organization, working closely with sales, marketing, and product development teams.
• The team is structured to provide regional coverage, with engineers responsible for specific territories (in this case, Sicily and Calabria).
• The role reports directly to the Service Manager, with opportunities for collaboration and mentorship from other team members.

Development Methodology:

• PerkinElmer follows a structured approach to service delivery, with established procedures for installation, troubleshooting, and repair.
• The company encourages continuous improvement and innovation, with regular feedback and performance reviews to drive personal and professional growth.

Company Website: https://www.perkinelmer.com/

📝 Enhancement Note: PerkinElmer's company culture emphasizes innovation, collaboration, and customer focus. This role requires a strong commitment to these values and a passion for delivering exceptional customer service.

📈 Career & Growth Analysis

Customer Support Engineer Career Level: This role is at the mid-senior level (2-5 years of experience), with opportunities for career progression into more senior or specialized roles within the Service organization or other functions within PerkinElmer.

Reporting Structure: The role reports directly to the Service Manager, with opportunities for collaboration and mentorship from other team members.

Technical Impact: The Sr. Customer Support Engineer plays a critical role in ensuring customer satisfaction and driving repeat business by providing exceptional service and support. Their technical expertise and problem-solving skills directly impact the performance and reliability of laboratory instruments and systems.

Growth Opportunities:

• Technical Specialization: Develop expertise in specific laboratory instruments or systems, becoming a go-to resource for customers and internal teams.
• Team Leadership: Progress into a supervisory or management role, responsible for leading a team of customer support engineers and driving service excellence.
• Product Development: Contribute to the development of new products and services, leveraging your technical expertise and customer insights to drive innovation.

📝 Enhancement Note: This role offers significant opportunities for career growth and development within PerkinElmer. Candidates with a strong technical foundation and a customer-focused mindset will be well-positioned to take advantage of these opportunities.

🌐 Work Environment

Office Type: PerkinElmer's work environment is dynamic and collaborative, with a strong focus on customer service and technical excellence. The company encourages innovation, continuous learning, and cross-functional collaboration.

Office Location(s): The role is based in Catania, Sicily, with frequent travel to customers across South Italy. Remote work is required for this field-based position.

Workspace Context:

• Collaboration: Work closely with customers, sales, marketing, and product development teams to ensure customer needs are met and problems are resolved.
• Tools & Equipment: Utilize a range of tools and equipment, including laboratory instruments, software, and diagnostic tools, to diagnose, troubleshoot, and repair complex systems.
• Travel: Frequent travel is required to visit customers across South Italy, with opportunities to explore new regions and build relationships with customers.

Work Schedule: Full-time (40 hours/week) with flexible working hours to accommodate customer needs and travel requirements. The role may require occasional overtime or on-call duties to ensure customer support is available 24/7.

📝 Enhancement Note: This role requires a high degree of flexibility and adaptability, with a willingness to travel and work autonomously. Candidates who thrive in dynamic environments and enjoy building strong customer relationships will excel in this position.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Skype Screen: A brief conversation to assess communication skills, technical knowledge, and cultural fit.
2. Technical Assessment: A hands-on assessment or case study to evaluate problem-solving skills, technical expertise, and customer focus.
3. Behavioral Interview: A discussion focused on past experiences and behaviors, assessing the candidate's ability to work effectively in a customer-facing role.
4. Final Interview: A meeting with the hiring manager or a panel of stakeholders to discuss the candidate's fit for the role and the team.

Portfolio Review Tips:

• Highlight your track record of successful customer support, including case studies or testimonials that demonstrate your problem-solving skills and customer satisfaction.
• Showcase your technical expertise through examples of complex installations, troubleshooting, and repair projects.
• Emphasize your ability to develop and maintain strong customer relationships through effective communication and training.

Technical Challenge Preparation:

• Brush up on your knowledge of PerkinElmer's products (PKI) and analytical processes (AA, ICP-OES, ICP-MS).
• Review your understanding of laboratory instruments, software, and diagnostic tools.
• Prepare for scenario-based questions that assess your problem-solving skills, customer focus, and technical expertise.

ATS Keywords: (Organized by category)

• Customer Support: Customer Service, Technical Support, Field Service, Customer Satisfaction, Problem Resolution, Customer Relationship Management
• Technical Skills: Laboratory Instruments, Analytical Processes, Troubleshooting, Repair, Installation, Maintenance, Software Updates, Documentation
• Soft Skills: Communication, Teamwork, Multi-tasking, Problem-solving, Customer Focus, Interpersonal Skills
• Industry Terms: PerkinElmer, PKI, AA, ICP-OES, ICP-MS, Service-Level Agreements (SLAs), Key Performance Indicators (KPIs)

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's technical expertise, customer focus, and cultural fit. Candidates who can demonstrate a strong track record of successful customer support and a passion for technical excellence will be well-positioned to succeed in this role.

🛠 Technology Stack & Web Infrastructure

Laboratory Instruments & Systems:

• Familiarity with PerkinElmer's products (PKI) and analytical processes (AA, ICP-OES, ICP-MS) is advantageous.
• Experience with a wide range of laboratory instruments, software, and diagnostic tools is beneficial.

Software & Tools:

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) is required.
• Familiarity with customer relationship management (CRM) software and service management tools is advantageous.
• Experience with remote diagnostic and troubleshooting tools is beneficial.

📝 Enhancement Note: This role requires a strong technical foundation and the ability to adapt to various laboratory instruments and systems. Familiarity with PerkinElmer's products and analytical processes is advantageous but not required.

👥 Team Culture & Values

Customer Support Values:

• Customer Focus: Put the customer at the center of everything you do, ensuring their needs are met and problems are resolved promptly and effectively.
• Technical Excellence: Strive for continuous learning and improvement, staying up-to-date with the latest technologies and best practices in laboratory instruments and systems.
• Collaboration: Work closely with customers, sales, marketing, and product development teams to ensure customer needs are met and problems are resolved.
• Innovation: Embrace a culture of innovation, continuously seeking new ways to improve customer service and drive business growth.

Collaboration Style:

• Cross-functional Integration: Work closely with customers, sales, marketing, and product development teams to ensure customer needs are met and problems are resolved.
• Code Review Culture: Regularly review and discuss customer support cases, procedures, and best practices to ensure consistent, high-quality service.
• Knowledge Sharing: Share your technical expertise and customer insights with the team, contributing to the collective knowledge and skills of the organization.

📝 Enhancement Note: PerkinElmer's customer support culture emphasizes customer focus, technical excellence, and collaboration. Candidates who share these values and are passionate about delivering exceptional customer service will thrive in this environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Instrument Familiarity: Develop a deep understanding of PerkinElmer's products (PKI) and analytical processes (AA, ICP-OES, ICP-MS) to provide effective customer support and troubleshooting.
• Problem Resolution: Identify and resolve complex technical issues, often working under tight deadlines and high pressure.
• Customer Expectations: Manage customer expectations, ensuring they are aware of the scope of work, timeline, and any potential limitations or constraints.
• Emerging Technologies: Stay up-to-date with the latest technologies and best practices in laboratory instruments and systems, continuously expanding your technical skillset.

Learning & Development Opportunities:

• Technical Training: Participate in company-sponsored training, certification, and development initiatives to maintain and enhance your technical skills.
• Conference Attendance: Attend industry conferences and events to network with peers, learn about emerging technologies, and share best practices.
• Mentorship & Leadership: Seek out mentorship opportunities from experienced team members and develop your leadership skills through coaching and training.

📝 Enhancement Note: This role presents significant technical challenges and opportunities for growth. Candidates with a strong technical foundation, a customer-focused mindset, and a passion for continuous learning will excel in this role.

💡 Interview Preparation

Technical Questions:

• Laboratory Instruments: Describe your experience with laboratory instruments, software, and diagnostic tools. How have you used these tools to diagnose, troubleshoot, and repair complex systems?
• Troubleshooting: Walk us through a complex troubleshooting scenario you've encountered in the past. How did you identify the root cause of the issue, and what steps did you take to resolve it?
• Customer Focus: Describe a situation where you went above and beyond to ensure customer satisfaction. What was the outcome, and what did you learn from the experience?

Company & Culture Questions:

• PerkinElmer Products: How familiar are you with PerkinElmer's products (PKI) and analytical processes (AA, ICP-OES, ICP-MS)? What experience do you have working with these technologies?
• Customer Support Culture: How do you approach customer support in a dynamic and challenging environment? What strategies do you use to ensure customer satisfaction and drive repeat business?
• Teamwork: Describe a situation where you worked collaboratively with a team to achieve a common goal. What was your role, and what did you learn from the experience?

Portfolio Presentation Strategy:

• Case Studies: Prepare case studies that highlight your problem-solving skills, customer focus, and technical expertise. Include data and metrics to demonstrate the impact of your work.
• Testimonials: Include testimonials from satisfied customers that showcase your ability to build strong, lasting relationships.
• Technical Deep Dive: Prepare a technical deep dive that demonstrates your understanding of PerkinElmer's products, analytical processes, and laboratory instruments and systems.

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's technical expertise, customer focus, and cultural fit. Candidates who can demonstrate a strong track record of successful customer support and a passion for technical excellence will be well-positioned to succeed in this role.

📌 Application Steps

To apply for this Sr. Customer Support Engineer position:

1. Submit Your Application: Click on the application link and submit your resume, cover letter, and any relevant portfolio materials.
2. Customize Your Portfolio: Tailor your portfolio to highlight your technical expertise, problem-solving skills, and customer focus. Include case studies, testimonials, and a technical deep dive that demonstrate your understanding of PerkinElmer's products, analytical processes, and laboratory instruments and systems.
3. Prepare for the Phone/Skype Screen: Brush up on your knowledge of PerkinElmer's products, analytical processes, and laboratory instruments and systems. Review your problem-solving skills, customer focus, and technical expertise, and be prepared to discuss your experiences and accomplishments in a customer-facing role.
4. Research PerkinElmer: Familiarize yourself with PerkinElmer's company culture, values, and mission. Understand the company's role in the analytical solutions industry and the importance of customer service in driving business growth.
5. Prepare for the Technical Assessment: Review your technical skills, problem-solving strategies, and customer focus. Be prepared to demonstrate your ability to diagnose, troubleshoot, and repair complex laboratory instruments and systems in a hands-on assessment or case study.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions about customer support, technical expertise, and customer focus. All details should be verified directly with PerkinElmer before making application decisions.

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