Field Service Engineer - New York State

BioLegend, Inc.; City of Albany (NY); On-site; USD 66,000 - 88,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

401k with Company Match

Paid Time Off

Parental Benefits

Compassionate Care Leave

Employee Stock Purchase Plan

Job summary

Revvity is hiring a Customer Support Engineer to install, validate, maintain and repair diagnostic instruments at customer sites across assigned regions.

The role requires travel, strong technical aptitude, and a commitment to quality service. You will support sales with contracts, upsell service options, and deliver high customer satisfaction through efficient problem solving.

Qualifications

• Associate’s degree or Technical Degree with 4+ years of instrument installation, repairs and maintenance.
• Bachelor’s Degree in Life Sciences, Electronics, Mechanics, Biotechnology, or STEM with 2+ years of relevant experience.
• Valid driver’s license and ability to travel long distances including overnight travel.

Responsibilities

• Install, validate IQ/OQ, maintain and repair diagnostic instruments at customer sites.
• Provide preventative and remedial maintenance, and handle warranty services as applicable.
• Travel regionally to service customers and uphold service level agreements.
• Maintain service documentation and ensure accurate billing information.
• Develop technical and soft skills to strengthen Revvity’s value with customers.

Education

Associate’s degree or Technical Degree

Bachelor’s Degree in Life Sciences, Electronics, Mechanics, Biotechnology, or STEM

Job description

Job Title

Customer Support Engineer

Location(s)

City, State

Overview

A Customer Support Field Engineer (CSEs) helps Revvity customers enhance the productivity of their laboratory processes and drives high levels of customer satisfaction by providing expert service and support to customers within an assigned geographic area. CSEs suggest and deliver services and support which includes direct installation, maintenance, and repair of Revvity instruments, validation services, IQ/OQ, and service agreements. Represents the face of Revvity to the customer and drives repeat purchases and long-term satisfaction by best-in class responsiveness and professionalism in all customer interactions.

FSE Responsibilities

Key Responsibilities

• Installation, Validation, IQOQ, Maintenance & Repair of critical diagnostic testing instrumentations.
• Install, maintain, verify performance and repair Revvity equipment at customer sites ensuring best-in-class service within established time frame and assigned geographical area.
• Drive toward zero service recalls for any reason.
• Required to spend significant time travelling regionally.
• Provide on-time scheduled preventative maintenance for contract customers, remedial maintenance for non-contract customers billed at an hourly rate, and all warranty services which apply to our products in the field.
• Complete assigned preventive maintenance calls at customer sites within prescribed time frame and established performance standards.
• Demonstrate knowledge of and adherence to the Installation, warranty, and service agreement provisions to provide adequate billing information to the customer.

Business Development

• Drive the sale of value-added options to our customers including new service contracts, service contract upgrades, and instrument add-ons to existing contracts.
• Encourage customers to purchase training, support, software, laboratory services products, and field installed computer hardware upgrades.
• Assist and support local sales representatives to secure new instrument orders.
• Contribute to division profitability through billable labor/travel orders, parts orders, support orders, billable install orders, and consumables.

Information/Asset Management

• Maintain up to date electronic and repair documentation for dispatch, inventory, and service support functions of the job.
• Perform timely completion of required reports to ensure the integrity of the service system.
• Accountable for assigned company assets which may include: company vehicle, tools, test equipment, telecommunication equipment, personal service parts inventory, etc.
• Manage inventory levels to ensure that adequate supply and appropriate records are maintained.
• Continuous Skill Development.
• Take an active role in developing technical skills and soft skills to maintain and enhance Revvity's value proposition to the customer.
• Actively seeks and attains higher level certification through participation in company sponsored training & development initiatives.
• Maintains certification criteria associated with CSE position.

Basic Qualifications

• Associate’s degree or Technical Degree with 4 plus years of experience in instrument installation, repairs, and maintenance.

OR

• Bachelor’s Degree in Life Sciences, Electronics, Mechanics, Biotechnology, or STEM discipline and 2 plus years of experience in instrument installation, repairs, maintenance.

• Valid driver's license. While performing the duties of this job, the employee must safely operate a motor vehicle as evidenced by a good driving record, frequently travel long distances, and travel overnight.

Physical Requirements

• The physical demands defined below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The employee will regularly be required to walk, stand, sit and talk or hear; to use hands or fingers to 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.
• Must be able to remain in a stationary position more than 25% of the time.
• 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 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 travel by air, vehicle and/or other means of transportation as business requires. Travel will vary depending on territory requirements and/or customer base.

Preferred Qualifications

• Knowledge of laboratory safety practices as defined by the company and/or the customer’s site safety code.
• Additional requirements include the 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.
• Additionally, the ability to operate a personal computer to enter data and generate reports, and communicate clearly and effectively with customers, peers, managers and other technical support professionals are critical to successful performance in this role.
• Experience with Radioisotope Detection Systems (Beta and Gamma Counters).
• Electro-mechanical troubleshooting skills.

The pay range for this full-time position is a salary 65,500.00 - 88,000.00 Annual USD. 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.

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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.