[Hiring] Senior Customer Service Engineer @Revvity

Role Description

Every day, Revvity Service Engineers 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 Senior Field Service Engineer to support the cutting-edge In Vivo Imaging product line within our Imaging Business, who will help Revvity customers enhance the productivity of their laboratory processes and drive high levels of customer satisfaction by providing expert service and support to customers within a primary geographic area. The region covered includes MA, RI, CT, NH, VT, ME, and NY with additional travel as required, primarily in the Cambridge/Boston area in MA. Overnight travel is required for this position.

Key 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.
  • 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 application.
  • Expected to travel up to 50% (50% locally in the state of MA and 50% in other states).
• 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.

Qualifications

• Associate's degree and a minimum of 7 years of field experience with a directly related experience in medical and biological research device service and support OR
• Bachelor’s degree and a minimum of 5 years of field experience with a directly related experience in medical and biological research device service and support AND
• A valid driver’s license.

Requirements

• The pay range for this full-time position is a salary of $85,000.00 - $100,000.00 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.
• Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
• Please note that base pay is only one part of our total compensation package and is determined within a range.
• This range allows for the successful candidate to have an opportunity to progress within the position and develop at our company.
• This base pay range does not take into account bonuses, equity, or other benefits which may be applicable and are dependent on the level and position offered.

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

Company Description

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.