Customer Support Engineer

Responsibilities

• Enhance the customer experience by installing, maintaining, validating, and repairing 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 customers to understand their analytical workflow and applications.
• Support the local instrument sales representative(s) to help secure new instrument orders.
• Provide service that drives 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 lines.
• Demonstrate knowledge of and adherence to 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, and assigned service parts inventory.
• 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 and development offerings.
• Complete all administrative tasks, including but not limited to time reporting and assigned training.

Requirements

• Associate degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or STEM discipline, including 2+ years of military experience.
• Ability to travel by air, vehicle, and/or other means of transportation as business requires.
• Availability to work some weekends as needed.
• Demonstrated ability to troubleshoot, repair, and provide qualification services.
• Valid driver’s license; must maintain safe motor vehicle operation while performing duties.
• Based in the Phoenix area.

Preferred Qualifications

• Bachelor’s degree.
• Experience using Microsoft 365.
• 2+ years of laboratory and/or field service experience.
• Exposure to analytical equipment, laboratory environment, and/or instrument control software.
• Vendor-issued certification on relevant laboratory equipment.
• Knowledge of laboratory safety practices as defined by the Company and/or the customer’s site safety code.
• Strong interpersonal skills; strong 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 with potential electrical, chemical, radiologic, and biologic hazards using universal precautions.
• Ability to operate a personal computer to enter data and generate reports, and communicate clearly and effectively with peers, managers, customers, and other technical support professionals.

Physical Demands

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• Regularly required to walk, stand, sit, talk, or hear; use hands to finger, handle, feel, or operate objects, tools, or controls; and reach with hands and arms.
• Occasionally required to climb or balance; stoop, kneel, crouch, or crawl.
• Frequently lift and/or move up to 25 pounds, and occasionally lift or move weights up to 100 pounds.
• Specific vision abilities required include close vision, color vision, and the ability to adjust focus.

Pay

The pay range for this full-time position is $59,000.00 – $78,500.00 USD annually. This range reflects the minimum and maximum target for a new hire in this position. The pay offered will take into account internal equity, work location, and additional factors, including job-related skills, experience, and relevant education or training.

Benefits

We provide competitive and comprehensive benefits to our employees. Below are some highlights:

• Medical, Dental, and Vision Insurance Options
• Life and Disability Insurance
• Paid Time-Off
• Parental Benefits
• Compassionate Care Leave
• 401k with Company Match
• Employee Stock Purchase Plan

For benefit-eligible roles only. Part-time and temporary roles may not be eligible for all benefits listed. Please reach out to your recruiter for more information.