Customer Service Engineer

Overview

Customer Service Engineer role in Kolkata responsible for delivering best-in-class customer support (service, preventive maintenance, customer and sales relations) through resource planning, team development and field administration.

What you'll do

• Impact sales of PerkinElmer by maintaining a high standard, professional image and demonstrating the added value of customer support, acting as an ambassador for the Company.
• Plan and execute work in an effective and efficient manner, providing the highest levels of customer service support and the best possible financial performance.
• Build a thorough understanding of customers, their businesses and the processes and instruments used, and ensure FSEs have adequate skills and instrument expertise.
• Develop team members in technical and business skills, including increasing account penetration and overall profitability of service and support calls.
• Ensure FSE deployment to meet customer demand in the region and coordinate coverage with peers.
• Interpret warranty and service agreements and ensure resources are deployed consistently with defined obligations.
• Build relationships with customers to understand their business needs and laboratory processes, and position PerkinElmer laboratory services products accordingly.
• Seek opportunities to expand relationships and grow service revenue, including expanding the service contract base.
• Work with Sales Managers, Support Manager, Customer Care and FSEs to expand penetration of key laboratory services products.
• Develop and deliver a productivity strategy that contributes quarterly impacts to the business.
• Lead the Service Team and be the first point of contact for issues escalated from the LEAD role.
• Assist the Management Group in developing new business and dealing with customer issues.
• Maintain and update product knowledge and relevant documents.
• Maintain high levels of effective communication, both internal and external to PerkinElmer.
• Perform field service as advised by the Regional Manager, including repairs, maintenance and installation of analytical and clinical instruments.
• Maintain and repair instruments and accessories requiring specialist service within the defined product grouping.
• Maintain spares kits, issues and inventory records to the highest standard.
• Ensure anomalies are quickly and effectively reported and resolved.
• Ensure tools and test equipment are adequate for the service required and calibrated at specified times.
• Upload fully completed service documentation and Service Reports to the portal by team.
• Perform specific and agreed tasks as defined through Goal statements.
• Adhere to compliance and processes of PerkinElmer.
• Maintain the region's CSAT score against the company target.

What you'll need

• Education: any graduate or postgraduate degree, preferably in Science.
• 6-12 years of work experience.
• Influencing and motivational skills.
• Resourceful and resilient in achieving goals, focused on results.
• Provides team members with help, coaching and support.
• Ability to demonstrate thought leadership by using expertise to address customer issues.

Nice to have

• Provides inspirational leadership.
• Strong communication and presentation skills.
• Attracts, develops and retains high potential and performing teams.
• Collaborates well with all PKI organizations.
• Effectively deploys resources to grow the business.
• Leads or deploys key business processes (e.g. SGS, AOP, LEAD, MOR, QOR).
• Provides accurate business forecasts.
• Negotiates complex service contracts.

Details

• Location: Kolkata.