Technical Support Field Specialist

Ametek, Inc.•Village of Depew, NY

10d•Onsite

About The Position

The Technical Support Field Specialist provides comprehensive technical support for Reichert instruments via phone, email, and on-site visits. This on-site role involves troubleshooting, servicing, and maintaining ophthalmic instrumentation while ensuring high-quality customer service and technical documentation.

Requirements

Two-year technical degree with a technical support background or 5 years of experience.
Mechanical and electronic repair experience to support Reichert product servicing.
Excellent customer service and interpersonal communication skills.
Strong problem-solving abilities.
Ability to maintain and organize technical information.
Capability to train dealer technicians on repairing, calibrating, and using ophthalmic instrumentation.
Technical writing experience, including gathering source information and composing manuals and procedures using Adobe (e.g., InDesign, Acrobat, Photoshop) and Microsoft (e.g., Word, Excel, PowerPoint) applications.
Advanced technical proficiency in hardware, software, networks, and systems.
Knowledge of cybersecurity principles.
Familiarity with emerging technologies such as AI and machine learning.
Effective communication and collaboration skills.
Commitment to continuous learning and adaptability.
Strong time management and prioritization skills.
Project management experience.

Nice To Haves

Background and working knowledge of ophthalmic instrumentation (preferred).
Experience with serial communication and familiarity with EMR (Electronic Medical Record) systems (preferred).

Responsibilities

Provide technical support for Reichert products via phone and email.
Research and gather information to address technical product questions, including interviewing subject matter experts.
Create and update user guides, parts/service manuals, and other documentation.
Provide status updates on repairs and create RMA forms for customers returning instruments for servicing, replacement, parts, or accessories.
Process paperwork for repairs and loaners.
Utilize Reichert's internal MRP and complaint systems to document product returns, complaints, and manufacturing information.
Attend product meetings and collaborate with product teams to improve instrument quality.
Deliver service training and travel to Reichert-certified dealers, government agencies, doctors’ offices, and trade shows for on-site technical support (up to 15% travel required).
Develop and maintain clear, concise technical documents—including diagrams, flow charts, and graphics—that meet ISO and industry technical writing standards.
Assist in the development and maintenance of company style guides, templates, and document control.
Update, edit, and modify Reichert manuals using source programs (e.g., InDesign, Word).