Senior Customer Support Engineer - Austin, TX
Revvity
Summary
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.
Job description
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
Basic Qualifications
- BS/BA degree in 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
Requirements
- BS/BA degree in an engineering field or STEM with 5+ years of experience with installation, preventive maintenance procedures, troubleshooting, support and/or end user utilization of scientific instrumentation
- OR AS/AA degree in engineering field or STEM or Military Training with 7+ years of experience with installation, preventive maintenance, troubleshooting, support and/or end user utilization of scientific instrumentation
- Excellent organizational and communication skills
- Experience with multi-label detection plate readers, liquid chromatography-mass spectrometry, automated liquid handling systems, or similar technical experience preferred
- Previous OEM service experience (Sciex, Waters, Agilent, Hamilton, Tecan, etc.) preferred
- Ability to troubleshoot and diagnose complex technical issues
- Strong electro-mechanical skills
- Valid Driver’s License
- Experience in MS-Office products
Benefits
- Medical, Dental & Vision
- Life and Disability Insurance
- Paid Time-Off
- Parental Benefits
- Compassionate Care Leave
- 401(k) with Company Match
- Employee Stock Purchase Plan
Company overview
Revvity is a leading life sciences and diagnostics company that emerged from the rebranding of PerkinElmer's life sciences and diagnostics business in 2023. The company specializes in providing innovative solutions that advance scientific discovery and improve human health through cutting-edge technologies. Revvity offers a comprehensive portfolio of products and services including advanced detection instruments, reagents, software, and services for research, drug discovery, and clinical diagnostics. The company serves customers across pharmaceutical, biotechnology, academic, government, and clinical laboratory sectors worldwide. With a strong focus on innovation, Revvity develops technologies that enable researchers to accelerate scientific breakthroughs and healthcare professionals to deliver more accurate diagnostic results. The company's solutions span areas such as genomics, cell biology, imaging, and diagnostics, supporting critical work in disease research, drug development, and personalized medicine.