Technical Support Engineer

Come join a dynamic service team that is part of the world?s premiere manufacturer of lasers.  Spectra-Physics, A Division of Newport Corporation, is looking for an experienced Technical Support Engineer within the Laser Industry to help Spectra-Physics? Customer Service Team maintain its leadership position within the industry.

 

Position Summary:

 

The Technical Support Engineer utilizes all available resources to provide support necessary to diagnose, trouble shoot and provide general information as needed by end users, subsidiaries and distributors. This also includes providing phone, fax, and email support to Field Service Engineers, In-house Customer Service Engineers, Customer Service Representatives, Sales and Marketing for resolutions on performance issues regarding Spectra-Physics products. Technical support also utilizes its unique position as an information hub to transmit information back and forth between field service, manufacturing, engineering, quality and product management groups with the intent to identify and correct problems in early stages of development. Technical support compiles information from Engineering and Quality control to be efficiently and easily distributed to the end users. Technical supports main purpose is to provide customers with quality information in a timely manner thus minimizing down time and striving for complete customer satisfaction

 

Other responsibilities include:Provide phone technical support to Customers, Sales and Service representatives. Communicating with Sales, Marketing, and Quality Control regarding customer input and Product issues.Maintaining current up to date Library of product manuals and documentation.Establishing, maintaining, and updating frequently asked questions and Field Service Bulletins (FSB?s) into the Knowledge base files.Monitoring, maintaining, and updating the Call Tracking Log.

 

Requirements:

 

Minimum AS Laser/Electro-Optics with 2+ years of practical experience

 

Hands-on experience with Diode Pump Laser Systems a must

 

Experience with Access Data Base preferred

 

Strong, demonstrated customer service skills a must

 

Excellent oral and written communication skills is required

 

Ability to independently multi-task in a fast paced environment crucial