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Technical Support Engineer

Technical Support Engineer

Req. # 
7533
Company Name 
TA
Category 
Field Service
Location 
US-UT-Lindon
Type 
Regular Full-Time

More information about this job

Company Description

As the industry leader in the analytical instrument industry, TA Instruments prides itself in innovation and an uncompromising commitment to customer support.  Our continued growth relies on recruiting and developing individuals that can make a positive contribution to our business.  For additional information about our products, visit our web site at www.tainstruments.com.

 

Headquartered in Delaware, with manufacturing sites in the US and Europe, we are represented in all of the major markets around the world with sales offices in the USA, Canada, Japan, India, China, Taiwan, South Korea, Brazil, Mexico, Australia and across Europe.

 

TA Instruments is an Equal Opportunity Employer.

Overview

At TA Instruments we are looking for a Technical Support Engineer with a keen eye for trouble-shooting and excellent customer service skills in order to provide support to Field Service Representatives, Technical Representatives, Territory Managers, & Applications Support Engineers who are experiencing complex instrument and/or software problems.

Responsibilities

  • Provide support (diagnosis and troubleshooting) directly to customers/users via phone and/or email when problems have escalated to a higher degree of complexity or when accepting overflow of calls from Service Hotline.
  • Provide support (diagnosis and troubleshooting) via phone and/or email to Subsidiary and Representative Service Organizations worldwide.
  • Travel domestically and internationally to provide support and training to all service organizations.
  • Provide basic and advanced service training to Field Service Representatives worldwide. Prepare and maintain necessary training materials.
  • Report design, reliability and maintenance problems or bugs to Design Engineering/Software Engineering through direct communication/interaction or Corrective Action Request (CAR) system.
  • Follows up with Design Engineering, Software Engineering, or Manufacturing on product quality issues.
  • Represent Service Department at general quality meetings and/or projects that require approval for shipment (AFS). Prepare all required reports and documentation. May also participate in any required product testing.
  • Create and distribute Technical Bulletins, with important Service information, to a worldwide distribution.
  • Create and maintain service manuals and procedures for supported instrumentation.
  • Prepares and Maintains required ISO service procedures.

Qualifications

  • Knowledge normally acquired through completion of a four (4) year degree in electrical engineering, instrumentation, chemistry, engineering or closely related field or equivalent combination of education and experience.
  • Prior Microcalorimetry Service or MFG/ENG Experience/knowledge is highly desirable.
  • Strong verbal and written English communication skills including the ability to read and comprehend technical manuals and often complicated/multi-part instructions, short correspondence and memos. Ability to present information in one-on-one situations to customers, clients, and other employees of the Company.
  • Demonstrate analytical and problem solving skills.
  • Ability to make practical decisions without appreciable direction or advance preparation. 
  • Must possess a valid driver’s license and be able to travel both by ground and air carrier.  Credit Card and valid Passport required for travel purposes.
  • Ability to create Technical Documents for distribution to Service personnel.
  • Demonstrated aptitude in the use of a variety of desktop computer hardware, operations systems, and applications software such as Microsoft Excel, Word, PowerPoint, and Outlook.  Working knowledge of networking also highly desirable.
  • Ability to organize and prioritize work activities and to handle multiple projects simultaneously.
  • Strong interpersonal skills to effectively deal with customers and co-workers.