Technical Support Engineer

DIVISION: Rigaku Analytical Devices
DEPARTMENT: Engineering
POSITION: Technical Support Engineer

Rigaku Analytical Devices (RAD) is looking for an experienced Technical Support Engineer with strong technical troubleshoot and repair skills to service customer owned handheld Raman and LIBS devices. Working closely with our technical and engineering teams, this TSE will be empowered to help our customers with immediate solutions to their technical issues. This role includes (but isn’t limited to) remote and direct support through any medium necessary, depot repair system troubleshooting/repair, and senior level technical support for our business partners and customers.

Responsibilities:

  • Phone, email, and other forms of technical support including occasional after-hours support
  • Repair and prioritization of handheld systems through depot repair
  • On-site and in-house technical support, installation, and training
  • Technical subject matter expert on all handheld products sold through RAD
  • Contribute to and/or Lead projects to solve complex customer issues
  • Maintain service, support, and inventory records in our CRM and business systems.
  • Participate in operations related initiatives when needed.
  • Assist operation’s production lines when resource assistance is required
  • Assist in the training of global service centers
  • Key member of the 24/7 reach back program
  • Travel required between 15% and 20%

Qualifications:

  • 2 year degree in a Technical Field or equivalent experience/course work
  • 3 years directly supporting customers
  • 4 years working in a technical role in service, operations, engineering etc.
  • Exceptional troubleshooting and repair skills
  • Solid knowledge of basic computer systems, associated peripherals, and common applications
  • Experience with Linux-based systems preferred
  • Experience with support of any of these markets is preferred: Pharmaceutical, Safety & Security, Military, Metals, PMI
  • Ability and courage to make effective decisions and find solutions to difficult problems
  • Work independently to achieve required tasks
  • Excellent customer service abilities including exceptional oral and written communication skills

The position will be based in Wilmington, MA and reports to the Service Manager.

Must be able to meet minimum qualifications to apply.

Rigaku offers a rewarding work environment and excellent benefits. All applicants are kept in strict confidence. Benefits package including Health, Dental, Vision, STD, LTD, Life insurance, section 125 flexible spending accounts, 401(k) plan and more. Rigaku is an EEO/AA Employer Disabled/Veteran. Applicants must be able to prove they can legally work in the US.

Contact info: 

To apply for this position please go to https://careers-rigaku.icims.com