Responsibilities:

• Provide front-line remote technical support and execute advanced-level diagnosis and repair.
• Conduct on-site installation, training, and servicing of electron microscopy equipment.
• Advocate for customers in RMAs and service cases, ensuring an exceptional customer experience.
• Respond to complaints and inquiries professionally, facilitating efficient problem resolution.
• Maintain equipment functionality through troubleshooting and repair, ensuring maximum uptime.
• Instruct customers in the operation and maintenance of Protochips systems.
• Serve as a liaison on administrative and technical matters, fostering positive customer relations.
• Attend industry trade shows and events, representing the company and providing support.
• Assist in the review and editing of knowledge base information to ensure accurate technical data.
• Develop and implement advanced product training programs.
• Act as the Subject Matter Expert (SME) by providing detailed technical training.
• Make independent decisions in challenging situations with limited resources.

Requirements:

• Bachelor’s degree in a scientific or engineering discipline or equivalent experience.
• Legally able to work in the United States.
• Ability to sustain 50% travel, with short periods potentially averaging up to 80%.
• Valid passport for international travel.
• 5 years of experience in servicing electromechanical equipment.
• Experience with high-vacuum, pneumatic, and optical systems.
• Proficient in interpreting technical schematics.
• Strong software and computer networking skills.
• Fine-motor skills for working with delicate parts.
• Valid driver’s license.

Preferred:

• Reside in or relocate to a commutable distance to Morrisville, North Carolina.
• Experience operating electron microscopes.
• Industry certifications (CompTIA A+ and/or NET+).
• Experience with Salesforce or similar CRM system.