Description
Position at Sumitomo Electric Lightwave Corp.
PURPOSE OF POSITION
Support the continued growth of SEL's fusion splicer business in North America by providing technical, application, and product support to end-user customers, distribution partners, manufacturers' representatives, and Regional Sales Managers (RSMs). Working alongside the Sr. Technical Manager, share responsibility for field support, channel training, and product management activities, including customer visits, product demonstrations, troubleshooting, and market feedback. The Product Specialist will learn on the job and progressively take on greater responsibility and ownership over time.
KEY RESPONSIBILITIES
Field and Customer Support (35%)
- Support RSMs, distributors, and manufacturers' representatives in the field with customer visits, product demonstrations, and technical presentations
- Diagnose and resolve fusion splicing application and equipment issues by phone, email, and on site
- Conduct splice evaluations and field investigations, documenting findings and recommended corrective actions
- Coordinate with service and repair operations on equipment returns, repairs, and customer follow-up
- Serve as a technical point of contact for assigned customers and channel partners
Channel and Customer Training (25%)
- Develop and deliver product and splicing training for distributors, manufacturers' representatives, RSMs, and end-user customers
- Create and maintain training materials, presentations, and hands-on exercises
- Keep channel partners and the sales team current on new products, features, and best practices
Product Management Support (25%)
- Gather and communicate customer and market feedback to internal product teams and the factory
- Perform competitive analysis and benchmarking of fusion splicers and splicing accessories
- Support new product introductions, including field evaluations, launch materials, and positioning input
- Assist with product specifications, requirements, and evaluation of customer-specific requests
Trade Shows, Events, and Documentation (15%)
- Represent SEL at trade shows, industry events, and customer seminars, including running live product demonstrations
- Write application notes, technical bulletins, FAQs, and sales support documentation
- Maintain accurate records of customer visits, issues, and resolutions
QUALIFICATIONS
Education and Experience
- Associate's degree required; a degree with a technical focus is preferred
- Experience in product management or application engineering for fusion splicers
- Familiarity with fiber optics, specifically fusion splicers, preferred
Required Skills
- Comfortable in a customer-facing role working with customers, distributors, manufacturers' representatives, and sales teams
- Hands-on technical aptitude with fusion splicers, fiber preparation tools, and optical test equipment
- Solid problem-solving and analytical skills
- Ability to communicate effectively both electronically and in person, including presenting to and training groups
- Computer proficiency, including Microsoft Office
- Ability to learn quickly on the job, work independently, and manage competing priorities while traveling