Responsibilities :
- Provide front-line remote technical support and execute advanced-level diagnosis and repair.
- Conduct on-site installation, training, and servicing of electron microscopy equipment.
- Advocate for customers in RMAs and service cases, ensuring an exceptional customer experience.
- Respond to complaints and inquiries professionally, facilitating efficient problem resolution.
- Maintain equipment functionality through troubleshooting and repair, ensuring maximum uptime.
- Instruct customers in the operation and maintenance of Protochips systems.
- Serve as a liaison on administrative and technical matters, fostering positive customer relations.
- Attend industry trade shows and events, representing the company and providing support.
- Assist in the review and editing of knowledge base information to ensure accurate technical data.
- Develop and implement advanced product training programs.
- Act as the Subject Matter Expert (SME) by providing detailed technical training.
- Make independent decisions in challenging situations with limited resources.
Requirements :
- Bachelor’s degree in a scientific or engineering discipline or equivalent experience.
- Legally able to work in the United States.
- Ability to sustain 50% travel, with short periods potentially averaging up to 80%.
- Valid passport for international travel.
- 5 years of experience in servicing electromechanical equipment.
- Experience with high-vacuum, pneumatic, and optical systems.
- Proficient in interpreting technical schematics.
- Strong software and computer networking skills.
- Fine-motor skills for working with delicate parts.
- Valid driver’s license.
Preferred :
- Reside in or relocate to a commutable distance to Morrisville, North Carolina.
- Experience operating electron microscopes.
- Industry certifications (CompTIA A+ and / or NET+).
- Experience with Salesforce or similar CRM system.
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