Customer Service Engineer

Job Description

**Position Summary**

The purpose of this position is to assist the Service Department at Hysitron in establishing and maintaining a high level of customer satisfaction with Hysitron's products. This will be accomplished through customer site instrument installations, after sale technical support, and service document generation. This position will report to the Customer Service Manager.

**Primary Responsibilities** (Essential Job Functions)

* Installation of Hysitron instruments to ensure full functionality according to specifications at customers' sites.

* Training customers on the basic operations of Hysitron's products via training sessions and presentations.

* Provide technical assistance to customer inquiries (hardware and applications oriented) via telephone and email.

* Troubleshooting of instruments and analyzing problems during installations and technical support calls.

* Generation of manuals and other training documentation.

* Generation of reports (written and verbal) from installations to be submitted to the Customer Service Manager.

* Suggest changes to Hysitron's products based on experience and customer feedback.

* Reports existing or potential customer service issues to the Customer Service Manager.

* Assisting customers in developing test methods for investigation of a variety of different materials types.

* Entry and logging of customer data into Hysitron's CRM system.

**Additional Responsibilities** (Non-essential Job Functions)

* Ability to travel 30-50% of the time both domestically and internationally, sometimes on short notice.

* Ability to work flexible hours when required.

* Ability to give training presentations in front of small groups of people.

* Ability to resolve problems, think analytically, and communicate professionally in high pressure, time sensitive, customer environments.

* Skilled in Office Products and CRM.

* Ability to understand basic theoretical concepts of nanomechanical testing.

* Ability to operate equipment designed to function at nanoscale forces and displacements.

* Ability to learn new equipment in a timely manner, and train others how to use it as well.

* Ability to operate TEM or SEM a plus.

* Ability to operate AFM a plus.

**Knowledge and Skill Requirements**

* Bachelor's degree, or Associate's degree with relevant experience, in Mechanical engineering, Electrical Engineering, Physics, Material Science, or related discipline.

* 0-2 years experience working with advanced instrumentation and/or working in a customer service or field service position.

* Technical writing skills helpful

* Strong customer service and troubleshooting skills.

* Desire to help customers in working through various problems.

**Working Conditions**

Office and various customer environments. Work includes both sitting and standing for long period of time, walking, and bending. Work requires a great deal of travel so ability to travel in any mode including airplanes, automobiles and trains is required. Need to be able to walk up stairs as part of global travel. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc.