Revvity | 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 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.
Find your future at Revvity.
Position Summary
The Nexcelom Technical Support Leader oversees the global technical support team responsible for diagnosing, troubleshooting, and resolving complex technical issues related to electro/mechanical equipment, sophisticated computer systems, software applications, and networking/wireless systems. This leadership role ensures high-quality support delivery, team development, and collaboration with cross-functional departments, including engineering, software development, and field service teams.
Key Responsibilities
Leadership & Oversight
- Supervise a team of technical support engineers, field technicians, and specialists, ensuring prompt and effective issue resolution.
- Establish and maintain best practices for troubleshooting, escalation management, and technical issue resolution.
- Develop and implement training programs to ensure team members remain current on software upgrades, new product releases, and evolving troubleshooting methodologies.
- Evaluate team performance, providing feedback, coaching, and career development opportunities to enhance expertise and efficiency.
- Select, develop, and assess personnel to ensure the efficient operation of the support function.
Technical Support & Customer Experience
- Oversee Level 2 and Level 3 technical support activities, ensuring timely and effective resolutions for customer-reported issues.
- Support field engineers and service representatives with complex troubleshooting and on-site assistance when necessary.
- Ensure customer satisfaction by meeting service level agreements (SLAs) and key performance metrics.
- Manage escalations when standard procedures fail to isolate or resolve technical issues.
- Participate in customer installation and training programs, as needed.
Collaboration & Process Improvement
- Maintain direct communication with engineering and software development teams regarding product design, reliability, and maintenance issues.
- Participate in weekly service alert calls and problem-resolution meetings to drive continuous improvement.
- Optimize support workflows, ensuring efficient case handling and knowledge management.
- Manage customer support databases and ensure CRM systems are updated with case activities.
- Oversee monthly surveys and feedback analysis to enhance service delivery.
Inventory & Evaluation Program Management
- Manage inventory of demo units, ensuring availability for evaluations.
- Oversee the instrument evaluation program, including scheduling, shipping, and inspection processes.
- Ensure proper documentation and supplies for support operations.
- Monitor program data and report insights for continuous improvement.
Qualifications
- 3+ years of leadership experience in a technical support or customer-facing role.
- 3+ years in the Scientific field or biotech industry experience
Preferred Qualifications
- Strong technical acumen with experience troubleshooting electro/mechanical instruments, software, and networking issues.
- Excellent interpersonal and customer service skills with a strong problem-solving mindset.
- Experience working with CRM and support databases for case management.
- Ability to work cross-functionally in a fast-paced, multidisciplinary environment.
- Availability to travel up to 25% for training, installations, and on-site support.