Field Service Engineer

The position is tasked with supporting a World Wide field service strategy for the evolving life science product lines. The position helps develop programs for after sales installation, Preventive Maintenance and service contracts to support a growing line of imaging systems, optical tweezers and ultrafast lasers. The candidate must have a solid understanding of the life science industry; optics and microscopy experience is preferred. The position maybe field based.

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

• Install new systems
• Perform voluntary warranty related service at customer sites
• Improve internal and external service reporting
• Be able to provide support to customers on the field and remotely
• Execute Preventive Maintenance program for existing customers
• Be able to support products from both hardware and software perspective
• Ensure a high level of customer satisfaction through timely resolution of issues
• Be able to support products from both hardware and software perspective
• Ensure a high level of customer satisfaction through timely resolution of issues
• Maintain service support database in CRM
• Promote service contracts for customers
• Document field service activities using the CRM
• Improve customer response time
• Assist system installation and evaluation for tradeshows
• Interface with sales and engineering teams across multiple divisions within the company

Physical Activities:

The employee is occasionally required to stoop, kneel, crouch or crawl. Ability to handle up to 75 lbs. boxes

Qualifications

Experience:

• Minimum 5 years hands-on experience aligning, maintaining and servicing optical equipment including lasers and microscopes preferred
• Prior field service experience
• Direct customer relationship experience

Education:

• BS in Engineering Technology, EE, Biomedical Science, Physics or equivalent. Technical school/military experience considered.

Specialized Knowledge and Skills:

• Proficient in Windows based PC machine use, especially MS Office and other communication tools.
• Ability to work independently, and ability to work in a team environment and comply with high quality standards as well.
• Strong communication and facilitation skills.
• Strong business acumen
• Understanding of customer/marketplace and drivers that influence customer behavior
• Strong problem solving/analysis skills related to field service
• Strong software understanding

Other:

• Must be willing to travel 75% of the time
• Willingness for travel, including weekends, sometimes with short notice

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.