Customer Service Engineer - Chicago, IL or Madison, WI

BioLegend, Inc.; Springfield (IL); On-site; USD 75,000 - 95,000; Full time

Job summary

A leading company in life sciences is seeking a Field Service Engineer to enhance laboratory productivity and customer satisfaction. This role involves installing, maintaining, and repairing advanced scientific instruments in Illinois and Wisconsin. Candidates must have a degree and experience in working with scientific instrumentation, alongside strong technical and interpersonal skills.

Benefits

Medical, Dental, and Vision Insurance Options

401k with Company Match

Paid Time-Off

Employee Stock Purchase Plan

Qualifications

• Minimum of 2 years of experience with scientific instrumentation.
• Valid driver's license required.
• Experience in chromatography and mass spectrometry preferred.

Responsibilities

• Installation, maintenance, and repair of scientific instrumentation.
• Deliver customer training for instrument operation.
• Mentor and develop junior Field Service Engineers.

Skills

Customer service

Troubleshooting

Technical acumen

Interpersonal skills

Education

BS/BA degree

AS/AA degree

High school diploma or GED

Job description

Revvity is seeking a Field Service Engineer to support our life sciences reproductive and genomics product lines. This role will be instrumental in enhancing laboratory productivity for our customers and driving high levels of customer satisfaction. The ideal candidate will provide expert service and support within a primary geographic area covering major cities in Illinois and Wisconsin, with additional travel as required.

Brief overview of the product lines:

• QSight: A high-sensitivity LC-MS/MS system that delivers exceptional performance for targeted quantitation in complex matrices. The QSight platform combines innovative technology with intuitive software to provide reliable results for applications in food safety testing, environmental analysis, and clinical research.
• JANUS Automated Workstation: A versatile liquid handling platform designed for various applications in genomics, drug discovery, and life sciences research.
• GSP (Genetic Screening Processor): An automated system for neonatal and prenatal screening, offering high-throughput processing of dried blood spot samples.
• TriCarb Liquid Scintillation Counters: Advanced instruments used for radioisotope detection and measurement in life science research, environmental monitoring, and drug metabolism studies.

These product lines are crucial in supporting reproductive health and genomics research, offering cutting-edge solutions for automated sample processing, genetic screening, and radioisotope detection. The Field Service Engineer will play a vital role in ensuring optimal performance and customer satisfaction for these sophisticated instruments.

Key Responsibilities:

Enhance the Customer Experience

• Excel at the installation, maintenance, validation and repair 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 our customers to understand their analytical workflow and applications
• Communicate service offerings including training, support, software, laboratory services products and field upgrades
• Outstanding interpersonal, written and verbal skills demonstrating the ability to communicate information clearly and accurately with others in a clear and concise manner.

Support your Team

• Mentor and develop Field Service Engineers in both technical and soft skills
• 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
• Review service contract offerings and deliverables
• Understand and leverage organizational awareness of other functional groups and product lines to support your customers and team members

Drive Organizational Growth

• 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
• Demonstrated experience in instrumentation troubleshooting, repair, and qualification services
• Outstanding interpersonal, written and verbal skills demonstrating the ability to communicate information clearly and accurately with others in a clear and concise manner.

Basic Qualifications:

• BS/BA degree
• 2 years of experience with installation, Preventive maintenance, troubleshooting, support and/or end user utilization of scientific instrumentation.

OR

• AS/AA degree
• 4+ years of experience with installation, Preventive maintenance, troubleshooting, support and/or end user utilization of scientific instrumentation.

OR

• High school diploma or GED
• 7+ years of experience with installation, Preventive maintenance, troubleshooting, support and/or end user utilization of scientific instrumentation.

AND

• Must have a valid driver’s license. While performing the duties of this position you must always maintain safe motor vehicle operation

Preferred Qualifications:

• Knowledge of laboratory safety practices as defined by the Company and/or the customer’s site safety code.
• Chromatography & Mass Spec service experience
• Liquid Handling & Life Science instrument service experience
• Advanced knowledge of analytical equipment, laboratory environment, and/or instrument control software
• Vendor issued certification on relevant laboratory equipment
• Experience using Microsoft 365 and other business software platforms
• Has demonstrated experience in handling advanced and complicated technical and interpersonal escalations
• Demonstrated ability to drive miscellaneous business projects through completion

Physical Requirements & Expectations:

• Must have a valid driver’s license. While performing the duties of this position you must always maintain safe motor vehicle operation
• Ability to travel by air, vehicle and/or other means of transportation as business requires. Travel will vary depending on territory requirements and/or customer base.
• Must be able to remain in a stationary position more than 25% of the time
• The person in this position needs to occasionally move inside and outside labs
• Frequently operate on instruments, objects, tools or controls, which will require regularly bending, squatting, stretching and reaching in order to perform in a service function.
• Regularly move or lift up to 25 pounds and occasionally move or lift up to 100 pounds
• Specific vision abilities required by this position include without limitation, the ability to observe details at close range (within a few feet of the instrument), distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus in order to perform the essential service functions of this position.
• 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 base salary range for this full-time position is $75,000- $95,000. This range reflects the minimum and maximum target for a new hire in this position. The base pay actually 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.

What do we offer?

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

Learn more about Revvity’s benefits by visiting our Bswift page. Log-In instructions are provided towards the bottom of the Bswift page.

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.