What are the responsibilities and job description for the Product Support Engineer position at Edmund Optics?
Overview
Product support engineers are skilled and motivated individuals responsible for providing product and application support to Edmund Optics 'customers. This role provides a unique opportunity to support engineers, scientists, and researchers in a variety of application spaces including biomedical, industrial inspection, semiconductor and R&D. As part of a dynamic team, Product Support Engineers are extensively trained to assist customers with Edmund Optics’ off-the-shelf components, and play a crucial role in sharing, explaining, and demonstrating how optics can benefit customers’ applications. This requires a strong technical background, desire to solve technical challenges, excellent communication skills, and a passion for delivering exceptional customer service. The Product Support position is a foundational role for engineers starting their career in a fast and fun team-based environment providing a platform of unique opportunities to understand how a global tech company operates.
Responsibilities
- Engage with customers via phone, email and chat to provide product and application support to customers
- Actively participate in regular trainings given by 3rd party suppliers and Edmund Optics internal subject matter experts, stay up to date with emerging technology, new products, and applications
- Provide pre-sales support in the form of application solutions, product selection, compatibility, recommendations, testing, quotes, etc.
- Provide post-sales support in the form of troubleshooting, RMA creation, and continued support to customers as future needs for EO products and expertise arise
- Collect customer feedback and track interactions using Dynamics CRM
- Work with other departments within Edmund Optics to provide complete customer solutions, improve the customer experience, and stay apprised of company operations
- Assist in a variety of side tasks (e.g. technical content creation, process improvements, updating product documentation, etc.) to better support EO customers and colleagues
- Strive to positively impact and meet both individual and team service metrics and KPIs
- Comply with federal, state, and company policies, procedures, and regulations
Qualifications
To perform this position successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable Accommodations may be made to enable individuals with disabilities to perform the essential functions.
Required Skills & Abilities:
- Proficiency in key engineering/physics concepts
- Adept problem solving and critical thinking skills
- Basic customer service skills
- Exceptional verbal and written communication skills
- Strong organization skills – ability to multi-task and manage multiple cases simultaneously
- Professional demeanor & strong work ethic
- Ability to review, edit, and draft technical documents such as spec sheets, application notes, etc.
- Ability to work independently and as part of a team
- This position requires compliance with International Traffic in Arms Regulations (ITAR). All candidates must be a US citizen or a US permanent resident
Education/Experience:
Minimum Requirements: B.S. in engineering or physics or equivalent experience
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Think you meet some of the requirements but not all? Studies have shown that women and people of color are less likely to apply to jobs for which they do not meet every qualification. If you see a role that interests you, we encourage you to apply, regardless of whether or not your experience is completely aligned with the job description. Edmund Optics is committed to becoming the most diverse, equitable, and inclusive workplace within the Optics and Photonics Industry and beyond. You may be a great candidate for this role or others within Edmund Optics.
