Product Support Engineer II

Thorlabs • Sterling, VA

2d

About The Position

Thorlabs is pleased to play a role in advancing science through the components, instruments, and systems we design and manufacture. We believe that science and innovation have great potential to improve the world around us and are committed to advancing photonics (i.e., light-based) technologies that positively impact our customers, employees, and communities. Via educational outreach and more sustainable business practices, we continuously invest in a brighter future. We recognize that each of our employees is a unique individual with the ability to contribute to our success and seek to find great people who will thrive in our fun, fast-paced culture. Purpose of the Position The Product Support Engineer II is responsible for providing technical assistance to customers and internal teams for imaging systems, including but not limited to confocal and multiphoton microscopes. An in-depth knowledge of light microscopy, laser scanning microscopy and their biomedical applications is essential. Their duties include troubleshooting issues, assisting with product installation and configuration, creating and maintaining documentation, and working with customers to understand their technical needs. They play a vital role in ensuring customer satisfaction and product quality. The position will also provide technical, and applications support at tradeshows, courses, and demonstrations.

Requirements

• 4 to 6 years of experience in optical engineering, technical support, and customer support roles
• Experience, knowledge and expertise with ERP systems
• Data mining and analytic skills
• Minimum of Bachelor of Science (Advanced degree preferred)
• Proficient in the use of MS Word, MS Access and Excel
• Good verbal & written communication and interpersonal skills
• Ability to work on multiple projects simultaneously in a fast-paced environment
• Ability to work independently and remain on task and deliver on time
• Highly self-motivated, self-directed, team orientated, and exceptionally attentive to detail
• Must be process improvement and team-oriented individual
• Must be willing and able to travel up to 70% of the time, including domestic and international trips.

Responsibilities

• Provide technical support to customers and company staff for product-related issues
• Support QC with integration and testing of Engineering Specials Systems
• Assist in developing and implementing technical solutions to product-related problems
• Document product issues and maintaining a database according to company standards
• Work closely with product development teams to gain in-depth product knowledge
• Train customers, company staff and Thorlabs distributors on how to use and maintain products effectively
• Maintain good customer relationships through excellent service and communication
• Participate in product design reviews to provide input on functional requirements, product designs, schedules, or potential problems
• Own the systems QC engineering specials process, working as a liaison between, the engineering specials, systems QC, and production teams.
• Attend engineering specials installations at customer sites, ensuring the field service team has sufficient support for unreleased products

Benefits

• Thorlabs offers a complete benefits package that includes medical, dental and vision insurance, company paid life insurance, a generous PTO package, a 401(k) plan, and tuition reimbursement just to name a few.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees