Job Description
What is the job?
As a Technical Support Engineer, you will provide technical support via phone, webchat, and email, support global technical support teams on locally designed and manufactured goods, and support internal teams with technical matters.
Working Hours: Monday to Friday 9.00 am – 5.30 pm (Hybrid working available 3:2)
Department: Sales / Marketing
What we would like you to do/ to see…
· Work closely with local Engineering and global Technical Support team to provide technical support and assistance to scientific and industrial customers with a focus on post-sale and service requests via phone, webchat and email
· Gain deep insights into customer applications to solve problems, trouble shoot and work with customers to guide them to the best possible product solutions for their applications and experiments
· Provide Support to other Thorlabs sites regarding locally manufactured products
· Provide feedback from the customer’s perspective to our engineering and marketing teams to improve quality and documentation, and suggest new product ideas
· Assist with testing new products and manual reviews
· Identify new product through customer conversations
· Assist with building product demos for tradeshows
· Occasionally attend domestic or international tradeshows
· Support internal teams (such as Sales, Customer Service, Quality/RMA) with technical questions
Who we are?
Thorlabs is a global, industry leading optical technologies company. We are experts in the design and manufacture or a range of innovative photonics products. We use these products in manufacturing and research, from fibre optics to piezo motors. We are the gold standard with optics laboratories worldwide. There are now 22 facilities across the world in 9 countries. Here in Ely, we are responsible for the Motion Control and Optical Tables product line.
Where you will be working?
It’s a hybrid role, working in our new purpose-built facility in Witchford, Ely as well as your home.
Although the position is based out of the UK, from time to time it may be required to undertake duties at other Thorlabs locations or to attend tradeshows. There will be some travel involved.
Our facility is just 12 miles from Cambridge, within the beautiful mediaeval city of Ely. There are train and bus links to Ely from Kings Cross and Liverpool Street London, and our site is within distance of Ely train station and Ely Bus station.
What is essential to us…
· Master’s Degree in Photonics, Physics, Chemistry, Life Science or another relevant Scientific discipline or equivalent experience.
· Work experience in a similar role is preferred
· First-hand experience with either optical setups, laboratory environments or photonics equipment
· Excellent English and local language skills (C1)
· First experience with at least one programming language, such as LabView or Python, desired
· Excellent written and verbal communication skills with internal and external customers
· Strong organizational skills, attention to detail and follow-up skills
· Interest in learning and developing new skills
What will you get?
At Thorlabs there are lots of opportunities for inhouse customised training and development that accelerates your career progression. We have free onsite parking, free refreshments, as well as an entertainment area in our large canteen for your enjoyment.
And the benefits are?
Competitive Salary to attract the best, plus an excellent benefits package including pension, health care, 25 days holiday plus public holidays.
Job Reference: THOR-VC-1887
This is a rolling campaign, so we will actively interview applicants. We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
We welcome applications from persons who are over 18 years old.
*This is a legal requirement, further information is here School leaving age - GOV.UK (www.gov.uk)
This role does not currently meet the UK Visas and Immigration criteria for obtaining a Skilled Worker Visa we are therefore unable to accept applications that require employer sponsorship in order to obtain a Skilled Worker Visa.
All offers of employment are subject to eligibility to work in the UK.
We would encourage all internal applicants to inform their line managers of their interest in this position.
-Contributed Pension Scheme -Group Life Cover -Private Health Care -Group Income Protection & more.
Please apply through the Apply for this job button or send a copy of your CV along with a covering letter and your salary expectations to: Human Resources at Thorlabs Ltd, 204 Lancaster Way Business Park, Ely, Cambs, CB6 3NX or e-mail [email protected].
We are Disability Confident Committed
In line with the requirements of the Immigration, Asylum and Nationality Act 2006, all applicants must have a valid permission to enter or remain in the UK with no condition that prevents them from working in the UK. Documented evidence of such permission will be required from candidates as part of the recruitment process.
