Product Support Engineer

We are seeking an experienced Product Support Engineer reporting to the Service Product Manager. The Product Support Engineer supports product configuration and development, customer accounts, technical documentation, training, technical support and manufacturing teams on product-related matters, and all Metrohm Spectro product support activities., * Product Support Engineer provides product and technical support for Metrohm Spectro products to customers, Metrohm subsidiaries, distributors, and service or manufacturing teams.

• Product Support Engineer plans and conduct hardware, software, service, and spectroscopy-related testing for products and configurations in development or released.
• Diagnose and document product, and service issues; coordinate internal resources to resolve customer problems and complaints effectively and in a timely manner.
• Product Support Engineer analyze test results, field issues, and recurring problems, and provide findings and recommendations that support product, manufacturing, quality, and service-process improvements.
• Participate in the creation, review, and maintenance of product user manuals, service manuals, troubleshooting guides, technical bulletins, work instructions, service reports, and other product-support documentation.
• Product Support Engineer collaborates with Product Management, Engineering, Service, Manufacturing, Quality, Marketing, and other subject-matter experts to verify technical information, improve testing, maintain documentation, and resolve problems.
• Develop and deliver customer, distributor, and internal training, including presentations, instructional materials, demonstrations, and remote-training content.
• Product Support Engineer serves as a technical liaison among customers, distribution partners, Metrohm subsidiaries, and internal teams, supporting customer relationships and identifying additional account opportunities.
• Collect customer and field feedback and translate identified needs into timely product, support, training, and documentation requirements and updates.

• Bachelor’s degree or higher in engineering, electronics, physics, chemistry, biochemistry, biology, or a related technical field required. Equivalent relevant technical experience may be considered.
• Experience with analytical instruments or related scientific products is preferred.
• Ability to travel approximately 10-15% as needed.

Experience:

• Three or more years of hands-on experience in a manufacturing, service, or technical support role is required. Experience with production or testing, field service, repair depot, or applications/technical support is preferred.

Job skills:

• Strong hands-on troubleshooting skills and the ability to diagnose hardware, software, and product-performance issues.
• Customer-focused approach with experience communicating technical information to customers, distributors, and internal support teams.
• Excellent written and verbal communication skills, including the ability to create clear technical documentation and deliver effective training. Demonstrated ability to collaborate effectively with Service, Manufacturing, Engineering, Quality, Product Management, and other cross-functional teams.
• Self-motivated and organized, with the ability to manage multiple priorities and work effectively with global colleagues in on-site and remote settings.
• Ability to analyze test results, identify recurring issues, and translate findings into practical product, manufacturing, service, or documentation improvements.
• Proficiency with standard business software and the ability to learn product-specific hardware and software tools.

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Application Question(s):

• What are your salary expectations?
• Will you be able to commute to the office, as this position is on site five days a week, 8 hrs a day?
• Do you require visa sponsorship to continue working in US? As of now, we are not sponsoring employment visas such as H-1B, etc?

Metrohm, founded in 1943 in Herisau, Switzerland, has established itself as one of the most reputable manufacturers of high-precision instruments for chemical analysis. The company is renowned for the accuracy and precision of its analytical instruments, which are pivotal for reliable analysis results. Metrohm emphasizes robustness and Swiss-made quality across its product range, manufacturing as much hardware and software in-house as possible, including sensors, separation columns, and accessories. Metrohm’s product offerings cater to a wide range of sectors, including pharmaceuticals, food and beverages, chemicals, and defense, among others.

Metrohm Spectro, an instrument manufacture under the B&W Tek and Innovative Photonic Solutions brand, is at the forefront of innovation in spectroscopy instrument technology, dedicated to developing sophisticated solutions that enhance scientific research and industrial applications. Our commitment to excellence and innovation drives us to exceed the boundaries of traditional spectroscopy analysis.