Sr Customer Service Engineer

Responsibilities

• Enhance the customer experience through installation, maintenance, validation, and repair of Revvity and/or multivendor instrumentation at customer sites with best-in-class service.
• Deliver customer training for instrument operation and user maintenance.
• Serve as a member of the remote technical resolution team.
• Partner with customers to understand their analytical workflow and applications.
• Communicate service offerings including training, support, software, laboratory services products, and field upgrades.
• Mentor and develop Customer Support Engineers in both technical and soft skills.
• Support the local instrument sales representative(s) to help secure new instrument orders.
• Provide service that drives the sale of new service agreements, upgrades, and instrument add-ons to existing contracts.
• Review service contract offerings and deliverables.
• Understand and leverage organizational awareness of other functional groups and product lines to support customers and team members.
• Contribute to account profitability through efficient service delivery and execution.
• Excel with technical acumen and testing equipment.
• Serve as an example of efficiency in all assigned administrative tasks.
• Enhance product quality by proactively reporting improvement opportunities via the quality notification process.
• Travel by air, vehicle, or other means as business requires; maintain a valid driver’s license and safe motor vehicle operation.

Requirements

• Bachelor’s degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related military experience.
• 5+ years of laboratory and/or field service experience.
• Knowledge of laboratory safety practices as defined by the Company and/or customer’s site safety code.
• Ability to follow written and verbal directions, read and understand technical bulletins and service manuals, and work under time constraints.
• Demonstrated experience handling advanced and complicated technical and interpersonal escalations.
• Ability to drive miscellaneous business projects through completion.
• Proficiency in operating a personal computer to enter data and generate reports.
• Clear and effective communication with peers, managers, customers, and other technical support professionals.
• Advanced knowledge of analytical equipment, laboratory environment, and/or instrument control software.
• Vendor-issued certification on relevant laboratory equipment.

Preferred Qualifications

• Master’s degree.
• Experience using Microsoft 365 and other business software platforms.
• Mass spectrometry (Mass spec) experience.
• Automation experience.

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 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; 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 $70,000.00 - $93,500.00 USD annually. The pay offered will take into account internal equity, work location, and additional factors such as job-related skills, experience, and relevant education or training.

Benefits

• 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

Part-time and temporary roles may not be eligible for all benefits listed. For benefit-eligible roles only.