SUMMARY

The Technical Support Engineer will provide technical expertise and training for both basic and high vacuum solutions. This pre and post sales support is provided to field service engineers, service technicians, sales engineers, in-house sales and company customers who are diagnosing, troubleshooting, testing and repairing complex electro/mechanical equipment. This position provides 60% technical support and 40% training to both in house employees and external customers. Position will be based out of Nashua, NH.

This is not an I.T. position.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty 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.

Exercise of judgment, discretion, and tact in all business matters and business relationships is required. Strong interpersonal skills and the ability to maintain clear and cooperative working relationships with co-workers and demonstrate regular attendance and punctuality are essential. The organization promotes collaborative problem solving in both formal and informal work teams. Participation in and contribution to teamwork within the organization is required. Additional requirements include knowledge of Microsoft Office, Outlook, and Windows as well as general background working with computers and office equipment (copiers, etc.) and accurately performing data entry. The work within the Service Center requires general mechanical and electrical aptitude. The person must also be able to follow repair instructions and testing techniques. Requirements also include the ability to work in a team oriented environment, being a self-starter, motivated, creative, flexible, self-confident, deadline oriented and able to multi-task. Employees must follow all quality and safety procedures of the company, including those at customer sites if applicable, and must abide by the corporate Code of Conduct in all situations.

Supervisory Responsibilities

None

Duties

1. Investigates warranty issues and completes all related warranty re-bills ("CL's") in accordance with factory requirements and in a timely manner. Tracks warranty trends to proactively identify application or misuse issues. Works directly with Product Management to determine warranty status of product repairs.
2. Responds to situations where standard procedures have failed to isolate or fix problems in malfunctioning equipment or software.
3. The Technical Support Engineer, along with the Product Applications Management, is responsible for acting as the liaison between the factory and all PV-US inquires on technical topics. Reports design, reliability, and maintenance problems or bugs to design engineering/ software engineering.
4. Maintains a positive customer relationship and focus while responding to customer needs.
5. Coordinates with Busch Group Leadership to provide new hire and employee training on vacuum equipment and technology. Delivers new hire onboarding technology training on a consistent schedule.
6. Coordinates with external customers and sales to determine vacuum technology training and course requirements. Creates training quotes once needs are assessed.
7. May develop unique solutions for standard applications using approved procedures.
8. Diagnose failure modes of failed products and compose failure analysis reports.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Tasks require walking, sitting, bending, reaching, mobility, and frequent lifting. Work requires computer skills (word processing, spreadsheet, presentations and data-entry), attention to detail and accuracy. Communication skills including listening and speaking are required for interaction with other employees, vendors, and customers. Strong interpersonal skills, the ability to balance multiple tasks and any stress associated with the duties and responsibilities of this position are essential requirements in the performance of this job.

POSITION REQUIREMENTS

Company Values

Pfeiffer Vacuum believes that we are all suppliers and customers of someone in our organization. Our employees must be able to demonstrate this customer-centric belief - which means that you are value-adding, reliable, performance-driven, innovative, service-minded and agile - in all of their business activities. We expect that our company values of open mindedness, trust, communication, thinking strategically/being creative, being courageous, accountable and humble, ethical sensitivity/compliance, resilience/facing diversity and fostering a culture of empowerment, engagement and collaboration will drive the actions of our employees.

Education and/or Experience

Requires a BS degree or equivalent experience. Not less than 6 years diagnosing and troubleshooting electronic systems and/or customer service on company systems. Must have in-depth product knowledge or be able to learn. Demonstrated training experience preferred.

Language Skills

Essential functions require the ability to read, write and speak English.

Mathematical Skills

Basic mathematical skills required including the ability to accurately use scales and measurement equipment.

Reasoning Ability

Will work on assignments that are routine in nature where limited judgment is required; normally will receive detailed instructions on all work.

Certificates, Licenses, Registrations

None required

TOOLS AND/OR EQUIPMENT

Must be able to manipulate small and large tools to make both fine and major adjustments to intricate test apparatus and equipment. Must be able to lift tools and equipment weighing up to sixty pounds.

Must be able to travel by air and drive to customer sites. Secondary duties with additional requirements may be added from time to time.

Travel required up to 30%.

WORK ENVIRONMENT

This position may work in various environments including office, factory, service center, customer sites or home settings. Employees who are authorized to work from home are expected to comply with all company requirements for core work hours or in-person attendance at company meetings or events. Indoor and climate controlled industrial environment.

Pfeiffer Vacuum is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

If you are an individual with disabilities who needs accommodation or you are having difficulty using our website to apply for employment, please contact Jill Guilmain at [redacted].