Senior Customer Service Engineer

Revvity, Inc.; Boston (MA); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading company in the imaging sector is seeking a Senior Customer Service Engineer to enhance customer satisfaction by providing expert service and support. The role involves significant travel across New England, focusing on delivering best-in-class customer support. Ideal candidates will have extensive experience in medical device service and possess strong communication skills. Competitive benefits include medical, dental, and 401k options.

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

Qualifications

• Minimum of 5 years experience in medical and biological research device service.
• Valid driver’s license required.

Responsibilities

• Install, maintain, validate and repair instrumentation at customer sites.
• Provide corrective maintenance including warranty services.
• Support sales representatives to help secure new instrument orders.

Skills

Communication

Customer Support

Technical Skills

Education

Associate's degree

Bachelor’s degree

Job description

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Overview

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 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 where the Senior Field Service Engineer will provide primarily support include MA, RI, CT, NH, VT, ME and Upstate NY with additional travel as required with the majority of support in 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.
  
  
  

Basic 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
  
  
  

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

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