Senior Customer Support Engineer

Revvity

6d•Remote

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 Revvity Customer Support Engineers (CSEs) 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 Customer Support Engineer to support our High Content Screening and In Vivo product lines. Revvity's High Content Screening product line consists of confocal microscope imaging systems and solutions designed to assist in early research and discovery. Revvity's In Vivo product line consists of advanced imaging systems and solutions designed for preclinical research in living organisms. These products are primarily used in life sciences research, particularly in areas such as oncology, neuroscience, and drug discovery. The region covered where the Field Service Engineer will provide primarily support includes Northern CA, Southern CA, OR, and WA with additional travel and coverage as required. The majority of work will be in the SF Bay Area and Seattle. Overnight travel 50%+ will be required for this position.

Requirements

Bachelor’s degree.
A minimum of 2 years of field experience with a directly related experience in medical and biological research device service and support.
A valid driver’s license.

Responsibilities

Enhance the Customer Experience: 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.
Delivering 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.
Support your team: 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.
Drive Organizational Growth: 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.