Technical Support Engineer

Thorlabs
Sterling, Virginia 20166
  • Job Type
    Employee
  • Job Status
    Full Time
  • Shift
    1st Shift

THORLABS


Purpose of the Position

The Technical Support Engineer is responsible for coordinating pre-sales and post-sales related support of customers on laser scanning microscopy instruments, including confocal and multiphoton microscopes. An in depth knowledge of light microscopy including laser scanning microscopy and their biomedical applications is essential. The candidate must demonstrate extensive experience and knowledge of microscopy at the component level. The Technical Support Engineer will also develop training program (including documentation) for field service engineers. The successful candidate will provide technical and applications support at tradeshows, courses and demonstrations. Although the location of the position is in Sterling, VA, it may be required to understand duties at other Thorlabs locations from time to time.

 

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

  • Provide technical support to internal and external customers on all imaging systems catalog and system products
  • Be able to support products from both hardware and software perspective
  • Ensure a high level of customer satisfaction through timely resolution of issues
  • Be the in office contact for technical support of installation and field service related activities for imaging systems products
  • Maintain technical support database in CRM
  • Coordinate regular inter-departmental meetings regarding customer support related topics
  • Collect and convey product support information through interactions with customers and provide detailed feedback to product management and engineering
  • Be able to quote and clarify specifications of custom or special catalog products
  • Interface with sales and engineering teams across multiple divisions within the company Develop training material for field service engineers

 

In addition to the essential functions and duties listed in the previous page, all positions are also responsible for:

  • Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures.
  • Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.

The Company retains the right to change or assign other duties to this position.

 

Requirements

Qualifications

Experience:

  • Experience using laser-scanning or fluorescence microscopes.
  • Hands on laboratory experience with microscopy imaging protocols. In-vivo imaging, electrophysiology or tissue engineering a plus
  • Minimum of three years in a technical role

 

Education:

  • BS, MS, Ph.D. in Engineering (Biomedical, Mechanical, Electrical), Neuroscience, Biomedical Science, Biology, Chemistry, Biophotonics, Biophysics or Physics. Graduate degree preferred

 

Specialized Knowledge and Skills:

  • In-depth knowledge of light microscopy and digital imaging incluing, but not limited to, fluorescence microscopy, confocal microscopy, and nonlinear microscopy.
  • Knowledge of biomedical imaging protocols used in advanced research
  • Understanding of optical principles including lenses, filters, mirrors, fiber optics, and lasers (CW and Ultrafast).
  • Understanding of biological systems.
  • Experience in providing technical support and education on advanced imaging equipment and scientific applications. .
  • Strong software understanding
  • Strong analytical skills.
  • Excellent written, verbal, organizational and interpersonal skills.

 

Other:

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.

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Technical Support Engineer

Thorlabs
Sterling, Virginia 20166

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