Job TitleSoftware Support Engineer
Location(s)Akron
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
Overview:
Revvity's Reproductive Health business segment is seeking a talented Software Support Engineer to join our Diagnostics Software Services team. This role will focus on supporting our Specimen Gate® (SG) software, a comprehensive solution designed to streamline data collection and workflow processes in diagnostic laboratories. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a passion for technology, with experience in life sciences or diagnostics software being a valuable asset.
As a Software Support Engineer, you will be responsible for providing expert technical support, troubleshooting complex software issues, and collaborating with development teams to enhance product quality. Your duties will include creating and maintaining documentation, assisting in customer and colleague training, and contributing to product improvement discussions. The role requires extensive interaction with both team members and customers, demanding professionalism and swift action to address customer concerns.
This hybrid position, based in Akron, Ohio, offers an exciting opportunity to work with cutting-edge diagnostic software while making a significant impact on customer satisfaction and product quality. The successful candidate will play a crucial role in managing complaint investigations, escalating issues when necessary, and ensuring that all support activities meet or exceed expectations for customer satisfaction, quality, and efficiency.
Duties and Responsibilities
- Support software applications to provide proper case handling according to the Quality Management System.
- Create appropriate documentation for all work performed. This includes, but is not limited to:
- Change Request Forms
- Technical Specification documents
- Verification Plans & Reports
- Case Handling documentation in ticketing system
- Complaint investigation reports and supporting documentation
- Independently troubleshoots, resolves, validates, and documents technical issues.
- Accurately classify support cases as Anomalies, Internal complaints, or Quality complaints (SAP complaints).
- Complete all tasks for Internal Complaint handling according to the Quality Management System.
- Understands the interaction between DSS software applications in the same product family.
- Seeks assistance when making changes that may affect downstream processes or considered high risk.
- Has comprehensive knowledge of Newborn Screening laboratory workflow
- Ability to independently conduct training sessions with team members and customers for software packages supported by DSS.
- Being able to adapt quickly to the changing needs of our business and environment.
- Takes responsibility for work assigned and completed.
- Able to accept and take action from constructive criticism.
- Collaborates with team while performing as primary technical resource for support and complaint investigation activities.
- Analyzes and understands detailed requirements and thoroughly reviews completed work to ensure accuracy.
- Ensures the complete satisfaction of the customers.
Working Conditions
- The position requires little to no travel for customer related projects.
- General office atmosphere and laboratory environment workspace. Customer laboratories will include biological sample material.
Basic Qualifications:
- Bachelor's Degree and a minimum of two years of experience configuring software and technical experience with writing and executing SQL statements.
- OR Associate's Degree and a minimum of four years of experience configuring software and technical experience with writing and executing SQL statements.
Preferred Qualifications:
- Customer support experience using a case management system and troubleshooting technical issues.
- Experience delivering what’s promised on time, proactively provide status reports, and have the up-side to independently manage tasks and projects from inception through completion with minimal supervisory guidance.
- Ability to work in a team environment.
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What do we offer?
We provide competitive and comprehensive benefits to our employees. Below are some highlights of our benefits:
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Medical, Dental, and Vision Insurance Options
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Life and Disability Insurance
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Paid Time-Off
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Parental Benefits
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401k with Company Match
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Employee Stock Purchase Plan
Learn more about Revvity’s benefits by visiting our Why Revvity 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 committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. Revvity is committed to a culturally diverse workforce.
Top Skills
What We Do
At Revvity, “impossible” is inspiration, and ""can't be done"" is a call to action. Revvity provides health science solutions, technologies, expertise and services that deliver complete workflows from discovery to development, and diagnosis to cure. Revvity is revolutionizing what’s possible in healthcare, with specialized focus areas in translational multi-omics technologies, biomarker identification, imaging, prediction, screening, detection and diagnosis, informatics and more. With more than $3 billion in revenue and over 11,000 employees, Revvity serves customers across pharmaceutical and biotech, diagnostic labs, academia and governments. It is part of the S&P 500 index and has customers in more than 190 countries. Learn more at www.revvity.com
