Product Support Engineer II

Thorlabs is pleased to play a role in advancing science through the components instruments and systems we design and manufacture. We believe that science and innovation have great potential to improve the world around us and are committed to advancing photonics (i.e. light-based) technologies that positively impact our customers employees and communities. Via educational outreach and more sustainable business practices we continuously invest in a brighter future. We recognize that each of our employees is a unique individual with the ability to contribute to our success and seek to find great people who will thrive in our fun fast-paced culture.

Purpose of the Position

The Product Support Engineer II is responsible for providing technical assistance to customers and internal teams for imaging systems including but not limited to confocal and multiphoton microscopes. An in-depth knowledge of light microscopy laser scanning microscopy and their biomedical applications is essential. Their duties include troubleshooting issues assisting with product installation and configuration creating and maintaining documentation and working with customers to understand their technical needs. They play a vital role in ensuring customer satisfaction and product quality. The position will also provide technical and applications support at tradeshows courses and demonstrations.

Essential Job Functions include the following but are not limited to:

Provide technical support to customers and company staff for product-related issues

Support QC with integration and testing of Engineering Specials Systems

Assist in developing and implementing technical solutions to product-related problems

Document product issues and maintaining a database according to company standards

Work closely with product development teams to gain in-depth product knowledge

Train customers company staff and Thorlabs distributors on how to use and maintain products effectively

Maintain good customer relationships through excellent service and communication

Participate in product design reviews to provide input on functional requirements product designs schedules or potential problems

Own the systems QC engineering specials process working as a liaison between the engineering specials systems QC and production teams.

Attend engineering specials installations at customer sites ensuring the field service team has sufficient support for unreleased products

Experience:
4 to 6 years of experience in optical engineering technical support and customer support roles

Experience knowledge and expertise with ERP systems

Data mining and analytic skills

Education:

Minimum of Bachelor of Science (Advanced degree preferred)

Specialized Knowledge and Skills:
Proficient in the use of MS Word MS Access and Excel

Good verbal & written communication and interpersonal skills

Ability to work on multiple projects simultaneously in a fast-paced environment

Ability to work independently and remain on task and deliver on time

Highly self-motivated self-directed team orientated and exceptionally attentive to detail

Must be process improvement and team-oriented individual

Must be willing and able to travel up to 70% of the time including domestic and international trips.

The estimated pay range for this role is $84100 - $ 110700 annually

Thorlabs values its diverse environment and is proud to be an Equal Employment Opportunity/Affirmative Action Employer. All qualified individuals will receive consideration for employment without regard to race color religion gender gender identity or expression sexual orientation national origin genetics disability age or veteran status. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

Thorlabs offers a complete benefits package that includes medical dental and vision insurance company paid life insurance a generous PTO package a 401(k) plan and tuition reimbursement just to name a few.

Required Experience:

IC