Technical Support Engineer

Job Description

Position Summary

The Technical Support Engineer - Freeze Dryers is responsible for providing advanced remote technical support for SP Scientific freeze dryer systems. Acting as a subject matter expert (SME), this role ensures rapid issue resolution, supports global service teams, and contributes to the continuous improvement of equipment reliability, serviceability, and customer satisfaction.

The position operates within a global Centre of Excellence (CoE) model, supporting customers, field service engineers (FSEs), distributors, and customers.

• Responsibilities
• Technical Support & Troubleshooting
• Provide expert-level remote troubleshooting support for freeze dryer equipment via phone, email, and digital tools
• Diagnose complex mechanical, refrigeration, electrical, and control system issues
• Support field service engineers during escalations and critical cases
• Act as a primary escalation point for high-priority technical issues
• Ensure timely resolution aligned with service response expectations
• Global Service Support
• Support global installed base across multiple freeze dryer platforms
• Collaborate with regional service teams to resolve customer issues efficiently
• Provide guidance for installation, commissioning, maintenance, and repair activities
• Ensure consistency in technical support standards across regions
• Knowledge Management & Documentation
• Develop and maintain technical documentation, troubleshooting guides, and service bulletins
• Capture and structure technical knowledge from field cases and escalations
• Contribute to defect tracking, root cause analysis (RCA), and continuous improvement loops
• Support creation of standardized service procedures
• Training & Capability Building
• Support training delivery for field service engineers and distributors
• Provide technical coaching during case resolution
• Contribute to development of structured training materials and programs
• Facilitate knowledge transfer across the service organization
• Cross-Functional Collaboration
• Interface with Engineering, Quality, and Product Management on recurring issues
• Support feedback loops on product performance, reliability, and design improvements
• Participate in design reviews and new product introductions (NPI) as technical expert

Qualifications & Experience

Education

• Degree or technical diploma in Mechanical, Electrical, Refrigeration, or related field
• Equivalent technical experience considered

Experience

• 5+ years of experience in service or technical support of complex equipment
• Strong experience with freeze dryer systems (highly preferred)
• Background in refrigeration systems, vacuum systems, and process equipment

Payscale: $89,000-130,000

Technical Skills

• Advanced troubleshooting of:

• Refrigeration systems (compressors, cooling circuits)

• Vacuum systems

• Mechanical assemblies

• Electrical systems and PLC controls

• Ability to read and interpret:

• Electrical schematics

• Mechanical drawings

• P&IDs / process diagrams

• Familiarity with diagnostic tools and remote support systems

Core Competencies

• Strong analytical and problem-solving skills
• Ability to work independently with minimal supervision
• High sense of urgency and customer focus
• Clear and effective communication across global teams
• Structured approach to problem solving and documentation

Working Model

• Primarily remote technical support role

• Working time:

• Starting 6am US East Time or before is a must

• Interaction with global teams across multiple time zones

• Position will cover remotely cases from EMEA and USA

HSE:

Non-Management: All employees have the responsibility to work safely and report any health, safety, or environmental concern to their manager or supervisor promptly.

Employee responsibilities for Health, Safety and Environment include:

• Work in compliance with divisional health, safety and environmental procedures
• Refrain from removing or altering safety devices or guarding unless hazardous energies are controlled through lockout-tagout methods
• Report any unsafe conditions or unsafe acts
• Report defect in any equipment or protective device
• Ensure that the required protective equipment is used for the assigned tasks
• Attend all required health, safety and environmental training
• Report any accidents/incidents to supervisor
• Assist in investigating accidents/incidents
• Refrain from engaging in any prank, contest, feat of strength, unnecessary running or rough and boisterous conduct