Technical Support Engineer

Role + Responsibilities

The primary responsibility of the Technical Support Engineer is to provide tech support, training, and field service, on-site and remotely, for our TDL and Raman products. The support is provided directly to our end users as well as to our Endress+Hauser service centers.

• Provide high-quality technical support of our analytical equipment through remote communication and on-site field service.
• Set up equipment and perform complex processes and measurements.
• Identify procedural problems, correctly conduct experiments, and report findings. Recommend solutions to problems and work toward a resolution.
• Create and deliver training material (both in person and through various modern media) on operation, maintenance and troubleshooting of our equipment to internal and external customers with various skill levels.
• Provide technical assistance and work toward continual improvement for field service processes, procedures, and equipment.
• Accurately document all field service activities.
• Support our quality and complaint management team to work on continuous improvement of our services and products.
• Follow written and verbal instructions, including safety precautions (SDS, tech notes, manuals, etc.) of chemicals and equipment in use.
• Support R&D and Engineering on technical topics and provide input to support process and product development
• Work closely and collaborate with a variety of people at all levels in the organization.
• Complete tasks within the timeframes established in the weekly production schedule
• Cross-train in other positions within the component build operation and perform job rotations
• Assist in production, testing and calibration of analyzers at the factory when required

The above list of duties is intended to describe the general nature and level of work performed by people assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the people so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct and control the work of employees under their supervision.

Qualification + Profile

• Experience in working with analytical equipment, preferably in process technology.
• Ability to handle all standard optical equipment and material, including high-powered lasers and other components required in the manufacturing process.
• Demonstrated ability to work in the field of customer service and support is highly preferred.
• Familiarity with process control and communication protocols.
• Strong analytical skills needed to perform duties that require mathematical computations.
• Ability to take responsibility to work on an assigned project as the lead person and with the team.
• Strong organizational and people skills to manage the demand of customers and colleagues.
• Proficient in understanding other company functions and able to effectively work cross-functionally to gain consensus and persuasively influence outcomes.
• Creative and articulate individual, able to work through conflict and deliver results in a high demand environment with changing deadlines.
• Strong attention to detail, resulting in high quality, results-oriented work output.
• Uncompromising personal and professional integrity and a high level of respect for all individuals, regardless of nationality, race, religion, or cultural background.
• Ability to read and understand assembly drawings.
• Excellent oral and written communication skills, along with formal presentation skills.
• Able to work with various hand tools and be mechanically inclined.
• Computer Skills: Microsoft Office (Word, Excel, Outlook, and PowerPoint) and other presentation software.
• Bachelor’s degree in science (physics, chemistry or chemical engineering, mechanical engineering, etc.) or equivalent combination of education and experience in the field of analytic chemistry
• Must be able to meet all security and safety requirements for entry into customer facility, including but not limited to random drug testing, security screening and background checks, site specific training, fit-testing to personal protective equipment (which may require being clean-shaven or short hair), or any other reasonable safety or security requirement imposed by the customer
• Must have a valid driver’s license
• Must have a valid passport
• Military experience is a plus

Benefits+Perks

• The security of working for an international family-owned company
• Competitive compensation and bonus opportunities
• Comprehensive benefits package, including medical, dental and vision insurance
• Generous paid time off, including company paid holidays
• Company paid life insurance and 401(k) with company match
• Health Savings Account (HSA) with company match
• Tuition reimbursement and a wide range of development opportunities