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Product Support Engineer

Taiwan

Brief Summary:

This role involves telephone, email and website chat support to customers. Responsible for pre-sales product technical support by providing response to technical queries, technical information and assisting customers with product selection and information.

Essential Functions:

  • Assist customers via phone, chat, and email with product selection and integration for their application
  • Field custom optics requests and vet based on Edmund Optics’ manufacturing capabilities
  • Provide pre-sales support in the form of quotes, pricing, and availability
  • Provide post-sales support in the form of troubleshooting and RMA creation
  • Collaborate with other departments within Edmund Optics to improve technical expertise and expand knowledge
  • Partake in projects designed to streamline internal processes and improve the customer experience
  • Participate in local tradeshows to meet new customers.
  • Comply with federal, state, and company policies, procedures, and regulations

Required Skills & Abilities:

  • Basic knowledge and technical aptitude in optics or a related field
  • Basic customer service skills and phone etiquette
  • Professional demeanor, proficient in active listening and effective communication
  • Capable of critical thinking, deductive reasoning, and problem-solving
  • Ability to review, edit, and draft technical documents such as specification sheets, application notes, etc. Knowledge of Optical software such as Zemax and Tracepro preferred.
  • Ability to work independently and as part of a team. Available to work in shifts over weekends.
  • Capable of multi-tasking and tolerating a high level of stress
  • Requires minimal supervision and direction

Education/Experience:

  • Associate degree or Bachelor’s degree in Optics, Physics, or Engineering subject.

Benefits:

Edmund Optics provides extensive training programs and internal development opportunities as well as a range of employee benefits including employee provident fund, personal medical insurance, and flex benefits. The overall employment package is highly competitive with the aim of attracting the best talent available.

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