Technical Support Engineer
Job Category: Sales/Marketing
Requisition Number: TECHN001656
Job Details
Description
About the Opportunity
Join world-class experts in finding answers to our customers toughest questions as a Technical Applications Sales Support Engineer in Ocean’s Light Technologies organization designed to bring deep understanding of internal and external trends and process to drive growth. As our Technical Applications Sales Support Engineer, you will provide outstanding technical support to our customers for our complete line of light measurement products.
Through a natural curiosity and passion for scientific discovery, the successful candidate will:
- Deliver world class technical support that delights our customers by making them successful in using our products
- Own customer issues and inquiries from the initial request through to resolution
- Research, troubleshoot and diagnose hardware and software issues to identify solutions to resolve technical issues in a timely and accurate manner
- Work with the commercial operations and other stakeholders to ensure the technical support system is working effectively
- Help track inquiries and related opportunities within Salesforce database
- Make recommendations for future Ocean standard products
- Participate in the commercialization of new product launches coordinating technical data with other essential departments
- Contribute to technical marketing documentation/collateral
- Conduct training and presentations for the direct Ocean global sales force and customers
- Create technical support resources to address common questions and issues to empower customers with access to technical support 24/7 from anywhere around the globe
- Partner with customers seeking support to answer technical questions and resolve hardware and software issues
- Research and identify solutions to customer issues and questions
- Diagnose and troubleshoot technical issues, including guidance on proper use of hardware and software
- Ask customers targeted questions to quickly understand the application
- Track issues through to resolution in a timely manner within specified times
- Walk customers through a series of actions until they’ve solved a technical issue
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate technical solutions and answers to questions
- Prioritize and manage several open issues at one time
- Document technical knowledge in the form of technical tips, frequently asked questions and other resources for the website
This position is located in our Peabody, Massachusetts location.
Minimum Qualifications
- Bachelor’s Degree in Marketing, Engineering, Business Administration, or related field
- 2+ years’ experience in a Technical Support Engineering position, or related field
- Excellent oral and written communications skills
- Strong analytical and process skills
- Strong project management skills
- Work effectively and collaborate with diverse, cross-functional teams and customers
Preferred Qualifications
- A technical background in science or engineering. Expertise in light measurement instrumentation and applications is preferred but not required
- Ability to multitask and move quickly from one customer issue to the next by taking ownership of each issue until a resolution is reached
- Love of troubleshooting and problem solving for issues related to hardware and software as well as providing guidance and training for proper use and best practices
- Experience programming in Visual Studio (C#, C++, C, and VB), Python, LabVIEW, and/or Matlab helpful but not necessary
About the Candidate
- Customer-centric attitude
- Data driven
- Innovation – develop new ideas through collaboration
- Growth mindset
- Some travel may be required to support customers and trade shows
About the Perks
Ocean Insight offers a comprehensive compensation package and a suite of health and wellness benefits. Also, as a member of the Halma Group of companies (www.halma.com), our employees enjoy excellent career development, networking, and advancement opportunities worldwide.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)