Global Lead, Technical Service Support
Global Lead, Technical Service Support
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Job Description
Job Title
Global Lead Technical Service Support
Location(s)
Hopkinton LawrenceAbout Us
Revvity is a developer and provider of end-to-end solutions designed to help scientists researchers and clinicians solve the worlds greatest health challenges. We pair the enthusiasm of an industry disruptor with the experience of a longtime leader. Our team of 11000 colleagues from around the globe are vital to our success and the reason were able to push boundaries in pursuit of better human health.
Find your future at Revvity
Overview:
The Global Lead Technical Service Support will oversee a team dedicated to delivering exceptional technical support for our Life Science Nexcelom product portfolio including automated cell counters image cytometry systems and specialized cell counting reagents and consumables. This leadership position requires a strategic blend of technical expertise team management skills and a commitment to customer service excellence. This hybrid role is based at our Lawrence MA site requiring on-site presence Tuesday through Thursday with additional days as needed.
Responsibilities:
- Lead mentor and manage a global team of technical support specialists to provide top-tier customer service while actively engaging in day-to-day troubleshooting and issue resolution.
- Hands on mentality serve as the escalation point for complex technical inquiries and issues by collaborating directly with field service as needed.
- Develop and implement strategies to enhance the quality and efficiency of technical support by improving processes tools and documentation to enhance team performance and customer experience.
- Collaborate with cross-functional teams from R&D production and sales to align support services with customer needs and product developments to ensure high levels of customer satisfaction
- Establish a culture of continuous improvement to achieve key business performance targets monitor and analyze support metrics and take action to drive continuous improvement.
- Ensure compliance with regulatory standards and company policies.
- Strong ability to develop and deliver engaging product training programs to ensure people processes Service documentations are ready in time for product launch.
Basic Qualifications:
- Bachelors degree in Life Sciences Biochemistry or related field AND
- Minimum of 5 years of experience in technical support within the Life Sciences industry with at least 2 years in a leadership role.
Preferred Qualifications:
- Masters degree preferred.
- Strong technical knowledge of life science products including background and understanding of related reagents and application support.
- Proven track record of managing and leading a technical support team.
- Excellent communication interpersonal and problem-solving skills.
- Proficiency in CRM software and technical support systems.
- Leadership and team management.
- Technical expertise in life science reagents.
- Strong analytical and decision-making abilities.
- Customer-focused mindset with a commitment to delivering high quality support.
- Ability to work in a fast-paced and global environment.
- Hybrid role; Tuesday Wednesday and Thursday on-site. Additional days as needed. This may include site visits at our Hopkinton Facility.
- The position involves global travel (5-10%) to support international team members and key customer trainings.
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What do we offer
We provide competitive and comprehensive benefits to our are some highlights of our benefits:
Medical Dental and Vision Insurance Options
Life and Disability Insurance
Paid Time-Off
Parental Benefits
Compassionate Care Leave
401k with Company Match
Employee Stock Purchase Plan
Learn more about Revvitys benefits by visiting ourBswiftpage. Log-In instructions are provided towards the bottom of the Bswift page.
*For benefit-eligible roles only. Part-time and temporary roles may not be eligible for all benefits listed. Please reach out to your recruiter for more information.
Revvity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any characteristic or status protected by applicable federal state and/or local laws. If you are an applicant with a disability that requires reasonable accommodation to complete any part of the application process or are limited in the abilityor unable to usethe online application system and need an alternative method for applying you may contact.
Required Experience:
Exec
Employment Type
Full-Time
