Customer Support Engineer

Revvity•US Remote - NC, NC

18d•$70,000 - $93,500•Onsite

About The Position

The Customer Support Engineer provides onsite service for Revvity and/or multivendor instrumentation at the Raleigh, North Carolina customer site. The role installs, maintains, validates, troubleshoots, repairs, and qualifies instruments; delivers scheduled and unscheduled corrective maintenance and warranty service; and familiarizes customers with instrument operation and maintenance. The engineer works with customers to understand their analytical workflows and applications and communicates available service, training, software, laboratory services, and field-upgrade offerings. The position supports local instrument sales representatives and contributes to service-agreement and instrument add-on sales. It also requires adherence to service documentation standards, efficient service delivery, timely handling of service data and administrative tasks, and care of assigned company assets. The engineer is expected to develop technical and interpersonal skills, participate in training and certification opportunities, and report product-quality improvement opportunities. The role involves travel as business requires and physical activity including handling tools and equipment and lifting loads up to 100 pounds occasionally.

Requirements

Associate degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or another STEM discipline, or at least 2 years of military experience.
Ability to travel by air, vehicle, and/or other means of transportation as business requires.
Demonstrated ability to troubleshoot and repair equipment and provide qualification services.
Valid driver’s license and ability to maintain safe motor vehicle operation.
Based at the Raleigh, NC customer site.

Nice To Haves

Bachelor’s degree.
Experience using Microsoft 365.
2+ years of laboratory and/or field service experience.
Exposure to analytical equipment, a laboratory environment, and/or instrument control software.
Vendor-issued certification on relevant laboratory equipment.
Knowledge of laboratory safety practices defined by the company and/or the customer’s site safety code.
Strong interpersonal skills and ability to work as a team player with a customer-satisfaction focus.
Ability to follow written and verbal directions, read and understand technical bulletins and service manuals, work under time constraints, maintain alertness and concentration, and work safely around potential electrical, chemical, radiologic, and biologic hazards using universal precautions.
Ability to use a personal computer to enter data and generate reports, and to communicate clearly and effectively with peers, managers, customers, and other technical support professionals.
Ability to perform the stated physical duties, including regularly walking, standing, sitting, talking or hearing; using hands to handle or operate objects, tools, or controls; and reaching with hands and arms. Occasional climbing or balancing, stooping, kneeling, crouching, or crawling is also required. Frequently lift and/or move up to 25 pounds and occasionally lift or move up to 100 pounds. Close vision, color vision, and ability to adjust focus are required.

Responsibilities

Install, maintain, validate, and repair Revvity and/or multivendor instrumentation at customer sites.
Provide scheduled and unscheduled corrective maintenance, including warranty services, within prescribed time frames and established maintenance protocols.
Provide customers with familiarization on instrument operation and maintenance.
Communicate service offerings, including training, support, software, laboratory services products, and field upgrades.
Partner with customers to understand their analytical workflows and applications.
Support local instrument sales representatives in securing new instrument orders.
Provide service that helps drive sales of new service agreements, service agreement upgrades, and instrument add-ons to existing service contracts.
Communicate effectively in writing and verbally and actively interface with peers and customers.
Develop organizational awareness of other functional groups and product lines.
Follow installation, warranty, and service-agreement documentation standards.
Contribute to account profitability through efficient execution and service delivery.
Complete timely uploads and downloads of required service data to maintain service-system integrity.
Maintain assigned assets, including a company vehicle, tools, test equipment, telecommunication equipment, and service-parts inventory.
Develop technical and soft skills through ongoing learning and development.
Report product improvement opportunities through the quality notification process.
Pursue higher-level certification through company-sponsored training and development.
Complete administrative tasks, including time reporting and assigned training.
Travel by air, vehicle, and/or other means of transportation as business requires.
Operate a motor vehicle safely while performing job duties.