Job Description

Job Overview:

The OneSource Customer Service Engineer is responsible for supporting the OneSource Enterprise program at our client facility in Slough. With extensive industry knowledge, OneSource provides a comprehensive suite of services designed to meet clients' lab requirements and optimise their business outcomes. This includes everything from routine instrument repair to data integrity services. The role encompasses a variety of solutions such as analytics, compliance, laboratory computing, scientific lab support, asset management, and lab relocation. This position is ideal for an engineer or technician experienced in the maintenance and repair of analytical laboratory instruments, or for a lab scientist seeking a career change. Comprehensive training will be provided.

Key Responsibilities:

Host external engineers and visitors, ensuring adherence to correct PPE and site protocols. Schedule and conduct preventive maintenance (PM) services for laboratory equipment. Provide regular updates to end-users on the status of service tickets and resolve them promptly, including attaching Field Service Reports (FSR) and confirming time entries. Manage follow-up transactions in an organised and efficient manner, adhering to deadlines. Monitor and respond to communications via email, voicemail, web portal. Raise tickets for new repair requests and assign visitor badges as needed. Ensure all tools and test equipment are adequate for performing required services. Collaborate with vendors to ensure the seamless integration of new equipment into existing lab environments. Perform RFID tagging of equipment and maintain ancillary documentation (e.g., Safety Manual, Procedures Manual). Order necessary parts and tools for repairs and maintenance. Conduct front-line repair triage, maintenance, and validation of laboratory instruments and accessories. Complete calibrations, PM servicing, and Portable Appliance Testing (PAT). Manage Instrument Performance Verifications (IPVs) and troubleshooting repairs. Facilitate the movement of laboratory equipment between labs and assist with new equipment installations. Provide technical and administrative support to the on-site team and assist end users with queries. Monitor the Building Management System (BMS) and channel product inquiries to the appropriate sales or service leader. Maintain high levels of effective communication, both internally and externally, and escalate issues to the Manager or Program Leader as needed. Maintain a professional image to impact PerkinElmer's sales positively by demonstrating the added value of customer support. Act as the primary point of contact for external vendors, coordinating service visits, parts procurement, and technical support. Ensure compliance with performance targets and ISO 9001 registration requirements.

Competencies:

Strong assertiveness and a results-oriented mindset. Excellent analytical skills for autonomous problem-solving. Ability to work under time constraints and maintain alertness and concentration, with a focus on safety when handling potential electrical, chemical, radiologic, and biologic hazards. Fluent in English (both reading and writing). Strong written and oral communication skills. Good interpersonal skills and a team player. Demonstrated skills or enthusiasm to develop skills in various engineering areas.

What We Offer:

Professional training and development opportunities. A supportive team environment. Competitive bonus and benefits package.

This role is an excellent opportunity for individuals who are passionate about providing high-quality service support and eager to work in a dynamic laboratory environment.