Sr Customer Service Engineer

Job Title

Sr Customer Service Engineer

Location(s)

US Remote - MI

About Us

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.

Find your future at Revvity 

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

Support your Team

• Mentor and develop Customer Support 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 PerkinElmer’s product quality by proactively reporting improvement opportunities via the quality notification process
• Demonstrated experience in instrumentation troubleshooting, repair, and qualification services

Must have the ability to travel by air, vehicle and/or other means of transportation as business requires.  

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

Basic Qualifications:

• Bachelor’s degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related military experience
• 5+ years of laboratory and/or field service experience

Preferred Qualifications:

• Master’s degree
• Experience using Microsoft 365 and other business software platforms
• Mass spec experience preferred
• Automation experience preferred

Other Requirement:

• Knowledge of laboratory safety practices as defined by the Company and/or the customer’s site safety code
• 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
• Has demonstrated experience in handling advanced and complicated technical and interpersonal escalations
• Demonstrated ability to drive miscellaneous business projects through completion
• 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
• Advanced knowledge of analytical equipment, laboratory environment, and/or instrument control software
• Vendor issued certification on relevant laboratory equipment

The physical demands defined are representative of those that must be met by an employee to successfully perform the essential functions of this job: The employee will regularly be required to walk, stand, sit and talk or hear; to use hands 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. The employee must freque