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Support Technician

1 month ago

Auburn, United States PI Physik Instrumente, LP Full time
PI (Physik Instrumente), LP is the world leader in high precision positioning systems: Nano Positioning, Micro Positioning, Precision Motion and Automation Systems. Our product lines include piezoelectric-based nano-positioners, motorized stepper and servo stages, and linear motor stages. Our customers are the leading OEM's and researchers in high tech fields such as semiconductor, photonics, biomedical, aerospace, astronomy, metrology, scientific instrumentation, and scientific research in microscopy and beam lines.

Our culture is open, transparent, enthusiastic with a general curiosity to solve emerging science and technology challenges. If you have an open, inquiring mind and like to develop solutions for first generation problems, you will be right at home. We are pioneers by nature; quite frequently, we are creating or building a device that will be applied for the first time, for a process that will be leverage for an entire marketplace.

We have a front-row-seat to innovation. Our customers are building the future generation of earth changing technologies. Our products help build products that everyone has or knows. We are a purposeful organization, and we collaborate to solve our customers' problems. Our engineering helps build success with our customers.

We have an immediate opening for a Support Technician to provide first level support for customers. This position will be based in our Headquarters in Auburn, MA.

What You Will Do:
  • Provide application and product support to end users as required including but not limited to: identifying part #'s, recommending parts, resolving application issues, handling RMA's and documenting interactions in JIRA.
  • Act as a liaison with Application Engineering and Engineering teams regarding customer's product needs and related technical issues.
  • Provide requested technical documentation along with software and firmware requests.
  • Provide troubleshooting options with callers to identify issues, formulate "problem statement" and start the path for resolution.
  • Document customer scenario, collecting product data to further identify issues.
    Perform initial research or perform in house testing to reproduce the issue to provide solution.
  • Create escalation path for the Applications Team for challenging problem assistance.
  • Assist the Application Team, including troubleshooting and part ordering.
  • Build and maintain customer FAQ lists by documenting common questions and solutions.
  • Create and maintain troubleshooting guides on popular and high value products to provide efficient support response.
What Have You Done:
  • Bachelor's degree in Electrical, Mechanical, or Robotics Engineering or relevant field.
  • Ability to provide step-by-step technical help, both written and verbal.
  • Strong computer systems aptitude with a willingness to learn other technical products.
  • Ability to diagnose and troubleshoot basic technical issues.
  • Strong analytical, assessment, problem-solving and listening skills.
  • Ability to work, communicate, and maintain positive working relationships in a small team environment.
  • Excellent English communication skills, written and verbal.
  • Ability to travel to Germany for initial product training to gain product experience.
What We Provide:
  • Blue Cross Blue Shield of MA PPO medical plan with HSA.
  • Dental and vision insurance.
  • LTD & Life insurance.
  • 401k with a generous company match.
  • Paid time off includes holiday, vacation and sick leave.

PI (Physik Instrumente), LP is an Equal Employment Opportunity Employer/Protected Veterans/Individuals with Disabilities. Employment is dependent on the results of an initial drug test and background check. We are open to reasonable accommodation - please contact us at HR@pi-usa.us for consideration.

We are not providing work authorization sponsorship for this opportunity.

The future awaits you - at PI

Do you want to join a company that makes the impossible possible? Then we look forward to your application and a statement about your salary expectations.