Sr Customer Service Engineer

Responsibilities

• Enhance the customer experience by excelling at the 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 helps drive the sale of new service agreements, service agreement upgrades, and instrument add-ons to existing service 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 Revvity's product quality by proactively reporting improvement opportunities via the quality notification process.
• Travel by air, vehicle, and/or other means of transportation as business requires; maintain safe motor vehicle operation and a valid driver's license.

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.
• Demonstrated experience in instrumentation troubleshooting, repair, and qualification services.
• Knowledge of laboratory safety practices as defined by the Company and/or the customer's site safety code.
• 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.
• Demonstrated experience in handling advanced and complicated technical and interpersonal escalations.
• Demonstrated ability to drive miscellaneous business projects through completion.
• 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.
• 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, 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 $70,000.00 - $93,500.00 USD annually. This range reflects the minimum and maximum target for a new hire in this position. The pay offered to the successful candidate will take into account internal equity, work location, and additional factors, including 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