Senior Customer Support Engineer - In Vivo

Revvity•Philadelphia, MD

5d•$80,000 - $95,000

About The Position

Revvity is a developer and provider of end-to-end solutions designed to help scientists, researchers, and clinicians solve the world’s greatest health challenges. We pair the enthusiasm of an industry disruptor with the experience of a longtime leader. Our team of 11,000+ colleagues from around the globe are vital to our success and the reason we’re able to push boundaries in pursuit of better human health. Find your future at Revvity Overview: Every day, Revvity Service Engineers help their customers enhance the productivity of their laboratory processes and drive high levels of satisfaction by delivering effective customer support . As a Service Team Member , you will represent the face of Revvity and drive best-in-class customer service, responsiveness, and professionalism. Revvity is seeking a Senior Field Service Engineer to support cutting-edge In Vivo Imaging product line within our Imaging Business, who will help Revvity customers enhance the productivity of their laboratory processes and drive high levels of customer satisfaction by providing expert service and support to customers within a primary geographic area. The region covered where the Senior Field Service Engineer will provide primarily support includes MD, VA, DE, DC, WV, NJ, PA with additional travel as required with the majority of support in Maryland. Overnight travel is required for this position.

Requirements

Bachelor’s degree
A minimum of 5 years of field experience with a directly related experience in medical and biological research device service and support
A valid driver’s license
Associate's degree and a minimum of 7 years of field experience with a directly related experience in medical and biological research device service and support

Responsibilities

Install, maintain, validate and repair Revvity and/or multivendor instrumentation at customer sites with best-in-class service
Provide scheduled and unscheduled corrective maintenance for customers including warranty services within a prescribed time frame and established maintenance protocols
Deliver customer familiarization for instrument operation and maintenance
Communicate service offerings including training, support, software, laboratory services products and field upgrades
Partner with our customers to understand their analytical workflow and application
Expected to travel up to 50% (50% locally in the state of MD and 50% in other states).
Support the local instrument sales representative(s) to help secure new instrument orders
Provide service that helps to drive the sale of new service agreements, service agreement upgrades and instrument add-ons to existing service contracts
Display exceptional written and verbal communication skills and actively interface with peers and customers
Develop organizational awareness of other functional groups and product line
Demonstrate knowledge of and adherence to the installation, warranty, and service agreement documentation standards
Contribute to account profitability through efficient execution and service delivery
Perform timely uploads and downloads of required service data to ensure the integrity of service system(s)
Maintain assigned assets including Company vehicle, tools, test equipment (MTE), telecommunication equipment, assigned service parts inventory, etc.
Proactively develop technical and soft skills to maintain and enhance Revvity’s value proposition to the customer
Enhance Revvity’s product quality by proactively reporting improvement opportunities via the quality notification process
Seek higher level certification through participation in company sponsored training & development offerings
Complete all administrative tasks to include but not limited to time reporting, assigned training, etc.