The position is responsible for providing expert level of technical support by solving complex problems, troubleshooting and working with customers to guide them to the best possible product solutions for their applications and experiments. The position works with, and mentors junior application and design engineers covering: optics, lasers, polarization, fiber, opto-mechanics, spectroscopy, microscope imaging systems, OCT, thin film coating and more. Between onsite lab opportunities and peer review, the position is exposed to every facet of the photonics industry. The position is primarily at our headquarters in Newton, NJ but there may also be opportunities to travel to tradeshows, other Thorlabs manufacturing facilities (foreign and domestic), and training events on and offsite.

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

• Provide high level technical support via phone, web chat & e-mail to customers worldwide.
• Demonstrate expert knowledge and problem solving abilities in providing technical support to customers who purchase from our extensive product portfolio.
• Understand and further develop customer requirements for products and applications by providing feedback to internal marketing and design/manufacturing teams
• Demonstrate concern for customer centricity by quickly and effectively solving customer issues with strong aptitude for multitasking
• Reproduce complex set ups and create technical solutions in the lab.
• Assist with the creation and reporting of group KPI’s and data metrics
• Conducts training of internal tool usage, logistics, operational principles and applications ensure team members become more successful in their daily responsibilities
• Actively mentors and trains newer team members by providing specialized knowledge to growing group of Thorlabs Application Engineers
• Actively provides constructive feedback to all other Applications Engineers.
• Train new team members by passing on your unique skills to the growing group of Thorlabs Application Engineers.
• Support Marketing and Sales activities by attending Tradeshows and Customer visits.
• Participate and contribute to product improvement and new product development by actively being part of the interactive Thorlabs product development forum.
• Develop Marketing Materials such as test data, white papers, or video for use on our website or through other distribution channels
• Participate in resource scheduling and other supporting tasks to ensure smooth department operations.