Product Support Engineer

Edmund Optics•Tucson, AZ

17h

About The Position

Product support engineers are skilled and motivated individuals responsible for providing product and application support to Edmund Optics 'customers. This role provides a unique opportunity to support engineers, scientists, and researchers in a variety of application spaces including biomedical, industrial inspection, semiconductor and R&D. As part of a dynamic team, Product Support Engineers are extensively trained to assist customers with Edmund Optics’ off-the-shelf components, and play a crucial role in sharing, explaining, and demonstrating how optics can benefit customers’ applications. This requires a strong technical background, desire to solve technical challenges, excellent communication skills, and a passion for delivering exceptional customer service. The Product Support position is a foundational role for engineers starting their career in a fast and fun team-based environment providing a platform of unique opportunities to understand how a global tech company operates.

Requirements

Proficiency in key engineering/physics concepts
Adept problem solving and critical thinking skills
Basic customer service skills
Exceptional verbal and written communication skills
Strong organization skills – ability to multi-task and manage multiple cases simultaneously
Professional demeanor & strong work ethic
Ability to review, edit, and draft technical documents such as spec sheets, application notes, etc.
Ability to work independently and as part of a team
This position requires compliance with International Traffic in Arms Regulations (ITAR). All candidates must be a US citizen or a US permanent resident
Minimum Requirements: B.S. in engineering or physics or equivalent experience

Responsibilities

Engage with customers via phone, email and chat to provide product and application support to customers
Actively participate in regular trainings given by 3rd party suppliers and Edmund Optics internal subject matter experts, stay up to date with emerging technology, new products, and applications
Provide pre-sales support in the form of application solutions, product selection, compatibility, recommendations, testing, quotes, etc.
Provide post-sales support in the form of troubleshooting, RMA creation, and continued support to customers as future needs for EO products and expertise arise
Collect customer feedback and track interactions using Dynamics CRM
Work with other departments within Edmund Optics to provide complete customer solutions, improve the customer experience, and stay apprised of company operations
Assist in a variety of side tasks (e.g. technical content creation, process improvements, updating product documentation, etc.) to better support EO customers and colleagues
Strive to positively impact and meet both individual and team service metrics and KPIs
Comply with federal, state, and company policies, procedures, and regulations