Overview:

Revvity is seeking a Senior Customer Support Engineer to join a customer focused field service team in our High Content Imaging Business Unit for the Mid-Atlantic territory (PA & MD regions). The High Content Imaging Business Unit focuses on the sales of Opera Phenix Plus and the Operetta CLS and related products. The successful individual will provide field service support for the continuously growing High Content Imaging install base in the United States including installations, training, customer training, preventative maintenance, and repair. The individual will also assist with technical support to end-users and field service engineers.

Role & Responsibilities:

• Apply knowledge of mechanics, electronics, optics, computers, and Revvity products to the installation, preventive maintenance and repair of Imaging products and accessories.
• Perform equipment installations and validation including customer training, introducing the customer to basic features and functions of the instrument and software.
• Provide real-time and follow-up support (technical, operational, logistical) to our customers, both internal and external, including direct Technical Support telephone coverage when necessary.Evaluate the customer issue, diagnose the problem, create a repair strategy then perform and verify the repair.
• Manage, prioritize and schedule all work to be performed to satisfy internal and external customer demands.
• Log and track all support calls and field service visits in the appropriate database in a timely manner.
• Properly maintain and inventory a trunk stock of service parts.
• Communicate strategic customer, competitive and sales lead information to the appropriate Sales Account Manager.
• Report potential quality issues via the Revvity corrective action process. Provide awareness of critical customer and service issues, with potential recommended solutions to the technical support group.
• Provide advisory services for management on both equipment and customer problems.
• Delight our customers with prompt and courteous service and support at all times.
• Perform other duties as assigned.
• Travel expected to be 60 -80% of the time.

Basic Qualifications:

• Bachelor of Science AND
• A minimum of 5 years of field experience with a directly related experience in medical and biological research device service and support.
• A valid driver's license

Preferred Qualifications:

• B.S in Physics or Engineering discipline
• Experience with microscopy, digital imaging, fluorescence, and motion control systems preferred.
• Excellent organizational and communication skills.
• Strong Windows operating system knowledge.
• Strong electro-mechanical skills.
• Ability to troubleshoot over the telephone and in the field.
• Must be comfortable speaking to a group in a training setting.
• Experience in MS-Office suite and Sales Force dot Com (SFDC).
• Ability to work in a team environment and to meet deadlines as required.