Senior Customer Support Engineer - Austin, TX

BioLegend, Inc.; Austin (TX); On-site; USD 73,000 - 94,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Life and Disability Insurance

Paid Time-Off

Parental Benefits

Compassionate Care Leave

401k with Company Match

Employee Stock Purchase Plan

Job summary

Revvity seeks a Senior Customer Support Engineer to join the Austin, TX team. The role focuses on installing, maintaining, and repairing scientific instruments at customer sites, with regional travel as needed to support customers in the South Region.

The ideal candidate has 5+ years in field service for instrumentation, strong troubleshooting skills, and the ability to act as the primary liaison for customers to ensure satisfaction. On-site work in Austin, TX, with travel as required.

Qualifications

• BS/BA in engineering or STEM with 5+ years in installation, preventive maintenance, troubleshooting, support and/or end-user utilization of scientific instrumentation.
• AS/AA in engineering or STEM or Military Training with 7+ years of related experience in installation, preventive maintenance, troubleshooting, support and/or end-user utilization of scientific instrumentation.

Responsibilities

• Install, maintain, verify performance, and repair equipment at customer sites.
• Act as primary Service liaison for customers, building relationships and ensuring satisfaction.
• Achieve response time targets to contract customers.
• Manage and complete all Service Orders and Preventive Maintenance.
• Travel within the region as needed.

Skills

Organizational skills

Communication

Driver's License

MS Office

Troubleshooting

Education

BS/BA in Engineering or STEM

AS/AA in Engineering or STEM or Military Training

Tools

Equipment diagnostics tools

Job description

Job Title

Senior Customer Support Engineer - Austin, TX

Location(s)

Austin, US - TX

Revvity is seeking a Senior Customer Support Engineer to join the South Region Service Team. The individual will be joining a team that is responsible for supporting our Reproductive Health customers throughout the South Region of the U.S. Individually, this position will be working primarily in Austin, TX as part of a small on-site service delivery team. However, as needed, the individual will be expected to travel throughout the region to assist other team members and their customers.

Responsibilities:

The primary duties of the Senior Customer Support Engineer are to install, maintain, verify performance, and repair equipment at customer sites, ensuring best-in-class service:

• Install, Maintain, and Repair equipment at various customer sites


• Act as primary Service liaison for your customers, building a strong relationship ensuring their satisfaction


• Achieve response time targets to contract customers


• Keep area Team Leader and Area Sales Manager informed of all issues


• Manage due dates for all Preventive Maintenance Service Orders - Ensuring that all are completed on time


• Manage and complete all Service Orders in a timely manner


• Order and maintain appropriate inventory to support the territory


• Provide non-contract customers billable estimates for servicing of instruments


• Accountability for assigned company assets to include Company vehicle, tools, test equipment, laptop, and cell phone


• Complete expense reports for usage of company credit card


• Complete company assigned training in a timely manner


• Report potential quality issues via the corrective action process


• Travel (post-initial training) would likely be minimal and infrequent

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time.

Basic Qualifications:

• BS/BA degreein an engineering field or STEM 5+ years of experience with installation, preventive maintenance procedures, troubleshooting, support and/or end user utilization of scientific instrumentation

OR

• AS/AA degree engineering field or STEM or Military Training. 7+ years of experience with installation, Preventive maintenance, troubleshooting, support and/or end user utilization of scientific instrumentation

Preferred Qualifications:

• Excellent organizational and communication skills


• Experience with multi-label detection plate readers, liquid chromatography-mass spectrometry, automated liquid handling systems, or similar technical experience would be preferred


• Previous OEM service experience (Sciex, Waters, Agilent, Hamilton, Tecan, etc.)


• Ability to troubleshoot and diagnose complex technical issues


• Strong electro-mechanical skills


• Valid Driver’s License


• Experience in MS-Office products

The pay range for this full-time position is a salary $73,000.00 - $93,500.00 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.

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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.