Technical Support Engineer II

DWYER INSTRUMENTS, LLC • Westerville, OH

9d • $80,000 - $100,000 • Onsite

About The Position

DwyerOmega is a global manufacturer of instrumentation solutions for process measurement, automation, control, and HVAC markets. This role is based at the company’s Westerville location and provides technical support for Lake Shore Cryotronics product lines. The position handles complex customer troubleshooting, service cases, RMAs, warranty evaluations, CRM documentation, and communication across support channels. It may also support field installations and training, create customer-facing technical resources, conduct performance consultations, contribute to product and process improvements, and mentor other support personnel.

Requirements

• Associate degree in engineering technology or a related discipline, or at least 2 years of direct experience in Lake Shore Cryotronics product support, customer service, logistics, or manufacturing.
• At least 2 additional years of relevant technical support and/or customer service experience.
• At least 2–3 additional years of technical diagnosis and troubleshooting experience.
• Proficiency in Microsoft Suite.
• Strong written and verbal communication skills for internal and external audiences.

Nice To Haves

• Experience with electronics equipment or vacuum systems.
• Bachelor's degree in engineering, physics, or a related discipline.
• Basic knowledge of installing drivers on Windows operating systems.

Responsibilities

• Provide telephone and email technical support, troubleshoot customer issues, and document cases through resolution in the CRM system.
• Maintain CRM cases, escalate cases when needed, and keep the shared Support inbox current so inquiries are answered promptly.
• Manage service cases, including RMAs and orders for product services and recalibration.
• Provide quotes and enter orders for production recalibration and repairs for customers and representatives.
• Resolve customer problems, determine warranty eligibility using order history, and evaluate warranty versus non-warranty repairs.
• As needed, perform field system installations, customer or representative training, and field services; plan visits, confirm site preparation, track non-conforming product issues, and complete installation documentation and customer sign-off.
• Provide customer feedback to quality and management teams through the quality system.
• Provide product improvement feedback to product managers.
• Identify deficiencies, recommend department process improvements, and support group-related processes.
• Develop troubleshooting guides, videos, and application notes for customers.
• Conduct customer consultations to identify underutilized or improperly used equipment and recommend changes to optimize performance.
• Work with management and product managers to resolve specific customer issues at the highest level.

Benefits

• Medical, dental, vision, prescription drug, life, short-term disability, and long-term disability insurance.
• 401(k) matching program.
• Employer contributions to a Health Savings Account; a PPO plan option is also available.
• 15 days of paid time off per year and 9 paid holidays.
• Onsite fitness facility.
• Tuition reimbursement.
• Career development opportunities for growth and advancement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree