Edmund Optics is looking to solve the problem of providing product and application support to its customers, including engineers, scientists, and researchers in various application spaces such as biomedical, industrial inspection, semiconductor, and R&D.
Requirements
- Proficiency in key engineering/physics concepts
- Adept problem solving and critical thinking skills
- Ability to review, edit, and draft technical documents such as spec sheets, application notes, etc.
- Strong organization skills – ability to multi-task and manage multiple cases simultaneously
- Ability to work independently and as part of a team
- Compliance with International Traffic in Arms Regulations (ITAR)
- B.S. in engineering or physics or equivalent experience
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
Other
- Basic customer service skills
- Exceptional verbal and written communication skills
- Professional demeanor & strong work ethic
- Ability to sit at desk or PC for long periods of time; work in office setting
- US citizen or a US permanent resident
