Technical Support Field Specialist

Ametek, Inc.•Depew, NY

49d•$50,000 - $70,000•Hybrid

About The Position

As a Technical Support Field Specialist, you provide comprehensive technical support for Reichert instruments through phone, email, and on-site visits. In this hybrid role, you'll troubleshoot, service, and maintain ophthalmic instrumentation while delivering high-quality customer service and technical documentation.

Requirements

A two-year technical degree with a technical support background or 5 years of experience.
Mechanical and electronic repair skills to service Reichert products.
Excellent customer and interpersonal communication skills.
Strong problem-solving abilities.
Organizational skills to manage technical information.
Ability to train dealer technicians on repair, calibration, and usage of ophthalmic instruments.
Technical writing experience, including gathering source information and composing manuals using Adobe (InDesign, Acrobat, Photoshop) and Microsoft (Word, Excel, PowerPoint).
Advanced proficiency in hardware, software, networks, and systems.
Understanding of cybersecurity principles.
Familiarity with emerging technologies like AI and machine learning.
Effective communication and collaboration skills.
Adaptability and commitment to continuous learning.
Time management and prioritization skills.
Project management experience.

Nice To Haves

Background knowledge of ophthalmic instrumentation (preferred).
Experience with serial communication and EMR systems (preferred).

Responsibilities

Support Reichert products via phone and email.
Research and gather information to answer 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 generate RMA forms for customers returning instruments for servicing, replacement, parts, or accessories.
Process paperwork for repairs and loaners.
Use Reichert's internal MRP and Complaint systems to document product returns, complaints, and manufacturing details.
Attend product meetings and collaborate with product teams to improve instrument quality.
Deliver service training and travel to certified dealers, government agencies, doctor's 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 standards.
Assist in developing and maintaining company style guides, templates, and document control.
Update, edit, and modify Reichert manuals using source programs like InDesign and Word.