Associate Customer Support Engineer

Job Description – Customer Support Engineer

About us: Revvity is an international developer and provider of end-to-end solutions designed to help scientists, researchers, and clinicians solve the world’s greatest health challenges. We have deep experience in our field, having been part of Revvity’s 85-year history, and are excited for our future as a dedicated life sciences & diagnostics business. Our diverse 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.

Overview:

Provides technical support to install and maintain company products. Conducts on-site enhancements, maintenance and support for new and existing systems. Implements new product configurations/software upgrades, installs network devices and/or hardware components/peripherals. Diagnoses, troubleshoots and repairs technical problems. Knowledgeable of company and third party vendor products utilized in the customer's application/systems.

Responsibilities:

• To fulfill aftersales needs of customers in the assigned territory
• To Maintain response time & downtime as per the SLA to assigned customers.
• Accountable for instruments installation and Warranty service in the Field.
• Accountable for Billable service and promote the service contracts.
• Deliver actionable data driven insights to explore new areas of operational excellence.
• Ensure all in-field activities are carried out safely complying with company environmental Health & Safety (EHS) guidelines and procedures.
• Perform field service as advised by the Group Leader, carrying out repairs, maintenance and installation of instrumentation and there accessories.
• Provide highly visible customer support through the performance of on-site installation, troubleshooting, service, and repair of complex equipment and systems.
• Execute preventive maintenance calls as scheduled.
• Align personal working practices with the department’s performance targets.
• Actively demonstrate compliance with all team targets.
• Maintain personal service spares issued and inventory records to the highest specified.
• Make returns of all fully completed service documentation, Service Reports, Expenses Claims, on a daily basis.
• To ensure that quality standards are maintained while servicing the equipment.
• To maintain good communication at all relevant levels of customer organization.
• In case, customer gives poor rating while taking feedback about our services, necessary support has to be taken from colleagues and ensure that customer complaint is resolved.

Knowledge Management
To continuously update the technical knowledge of products.
To develop applications knowledge.
To develop soft skills related to communication, selling and customer management.
Cross functional support - To support all colleagues as and when necessary aligning to objectives of organization growth.
To help Service Sales by following up on contract status, Account Receivables and promoting Upgrades/Accessories/Consumables standard.
Ensure all anomalies are quickly and effectively reported and resolved.
Ensure that all tools and test equipment is adequate to perform service required, and that all test equipment issued is calibrated at the times.

Basic Qualifications:

• Bachelors with minimum 5 to 8 yrs of experience in Life Sciences Industry.
• Willing to travel 18- 22 days in a month.
• Proven track record in life sciences/Diagnostics business
• Exceptional verbal and written communication skills, with the ability to engage stakeholders across various sectors.
• Self-motivated and results-driven individual with adept negotiation skills.
• Collaborative team player willing to share knowledge and support colleagues