Technical Support Engineer/Vacuum Technology Trainer

Since 1890, Pfeiffer Vacuum has been shaping the vacuum industry with groundbreaking innovations. Every day, over 4,000 employees at 10 production sites and more than twenty sales and service companies worldwide give everything for our customers. With our comprehensive portfolio, we offer solutions for all types of vacuum applications. We are not only driven by highest quality standards, but it is also our vision to be the most sustainable and fastest growing market player in our industry to drive technology for a sustainable future. Apply now and make our success story yours too!

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.

 

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