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 Functionsinclude 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.
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
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.
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.
Thorlabs seeks to accelerate the forward movement of scientific discovery and advancement! As a vertically integrated manufacturer of photonics components, instruments, and systems, our vast product portfolio includes over 20,000 items, ranging from optics and optomechanical positioning components to imaging systems, many of which are customer inspired.
Photonics is the foremost technology driving innovation in science and engineering. As the number of technological innovations has grown, Thorlabs has extended its core competencies in an effort to play an ever-increasing role serving the Photonics Industry at the research end, as well as the industrial, life science, medical, and defense segments.
Headquartered in Newton, NJ, Thorlabs has grown to over 1800 employees with manufacturing and sales offices in the United States, United Kingdom, Germany, France, Sweden, Japan, China, and Brazil. As light-based technologies push into new markets, Thorlabs plans to enter early with the products and services required to ensure the ultimate success of our customers.