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Technical Support Software Engineer

2 months ago

Bohemia, New York, United States Sartorius AG Full time
About the Role

We are seeking a highly skilled Technical Support Software Engineer to join our team at Sartorius AG. As a key member of our technical support team, you will be responsible for providing expert technical assistance to our customers, ensuring their software installations, configurations, and upgrades are successful.

Key Responsibilities
  • Provide technical support to customers via phone, email, and on-site visits, resolving software-related issues and escalating complex problems to internal teams.
  • Collaborate with internal product groups to resolve technical issues, develop solutions, and implement software upgrades and enhancements.
  • Document troubleshooting and problem resolution steps, ensuring accurate and comprehensive knowledge base.
  • Log service issues in our CRM system, maintaining accurate records and tracking progress.
  • Assist with software upgrades and enhancements, ensuring seamless integration and minimal disruption to customers.
  • Manage new software releases and system configuration details, ensuring timely and accurate deployment.
  • Develop and deliver training programs for field engineers, enabling them to successfully install, maintain, and troubleshoot software systems.
  • Maintain strong relationships with manufacturing, engineering, and project teams, providing valuable feedback and insights for product improvement.
Requirements
  • Bachelor's degree in a relevant field, such as biotechnology, engineering, or IT, or 10+ years of experience in supporting automation in a laboratory or production environment.
  • 5+ years of professional experience in at least three of the following areas: supporting software-controlled automation equipment, databases (Sybase, Oracle, SQLSERVER, or MS Access), PLCs (DeltaV, Siemens, Emerson, or AB), OPC data suite, or complex fault finding.
  • Ability to read electrical schematics and understand technical documentation.
  • Willingness to travel to meet business needs and at short notice.
  • Located within commuting distance of Bohemia, NY or Newark, DE.
  • Proficient in Microsoft Office programs and Windows OS skills.
  • Proficient in PC networking, TCP/IP, and PC architecture.
What We Offer
  • Competitive base salary range of $85k-$110K depending on experience.
  • Comprehensive benefits package, including health insurance, retirement savings plan, and flexible spending accounts.
  • Opportunities for professional growth and development, including mentoring, leadership programs, and training.
  • A dynamic and supportive work environment, with a strong focus on teamwork and collaboration.
  • A chance to work with a leading global life science company, making a meaningful impact in the fight against cancer, dementia, and other diseases.