Customer Support Engineer

Job Title

Customer Support Engineer

Location(s)

Customer Site - NC

About Us

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

Key Responsibilities

Enhance the Customer Experience

• Install, maintain, validate and repair Revvity and/or multivendor instrumentation at customer site 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 applications

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 lines

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.

Basic Qualifications:

• Associate degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or STEM discipline or 2+ years military experience.
• Ability to travel by air, vehicle and/or other means of transportation as business requires
• Demonstrated ability to troubleshoot, repair, and provide qualification services
• Must have a valid driver’s license. While performing the duties of this position you must always maintain safe motor vehicle operation
• Based at the Raleigh, NC customer site

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 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, work safely with potential electrical, chemical, radiologic, and biologic hazards using universal precautions
• Ability to operate personal computer to enter data and generate reports, ability to communicate clearly and effectively with peers, managers, customers, and other technical support professionals is critical to successful performance in this role
• The physical demands defined are representative of those that must be met by an employee to successfully perform the essential functions of this job: The employee will regularly be required to walk, stand, sit and talk or hear; to use hands to finger, handle, feel or operate objects, tools, or controls; and reach with hands and arms. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 25 pounds, and occasionally lift or move weights up to 100 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.

The pay range for this full-time position is a salary $70,000.00 – 93,500.00 USD Annually. This range reflects the minimum and maximum target for a new hire in this position. …