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Vaisala · 10 hours ago

Technical Support Engineer

Burlington, MA

Full-time

Hybrid

Mid Level

$85K/yr - $105K/yr

Vaisala is a company that specializes in advanced measurement technology for environmental and industrial conditions. They are seeking a Technical Support & Field Service Engineer to provide exceptional second-line technical support for their Liquid and Power products, deliver high-class services at customer sites, and contribute to service improvement initiatives across the Americas region.

CleanTechIndustrialIndustrial Engineering

Culture & Values

No H1B

Responsibilities

Provide exceptional second-line technical support to our Liquid and Power customers in the Americas via phone, email, and remote tools

Deliver high-class services at customer sites, including commissioning, maintenance, troubleshooting, training, and repairs

Travel to customer sites approximately two weeks per month (up to 50% travel), with the opportunity to travel to our headquarters in Helsinki, Finland for product training

Actively contribute to and promote best practices and continual service improvement within the Technical Support – Liquid and Power team

Ensure that service quality and responsiveness meet or exceed key performance indicator (KPI) targets

Collaborate closely with colleagues in Technical Support, Field Service, Sales, and Product Management to support customers with our entire portfolio, throughout the complete product lifecycle

Provide second-line technical support for Liquid and Power measurement instruments and systems to customers, partners, and internal stakeholders

Diagnose and resolve complex product and application issues, escalating to product specialists or R&D as needed

Advise customers on correct installation, configuration, operation, and maintenance

Use tools such as Zoom and TeamViewer to perform remote troubleshooting and training sessions

Document all cases, solutions, and learnings in the appropriate systems and contribute to internal knowledge base content

Perform on-site commissioning, inspections, maintenance, trainings, and repairs of Liquid and Power instruments and systems across the AMER region

Conduct structured troubleshooting and root-cause analysis in the field to ensure reliable system performance

Organize and deliver on-site customer training on products, applications, and best practices

Support lifecycle services such as upgrades, retrofits, and service contract deliveries in cooperation with the broader service and sales teams

Actively contribute to team best practices and continual service improvement initiatives

Monitor service quality to ensure KPI targets are met or exceeded

Provide structured feedback from the field to Product Management, Quality, and R&D to support continuous improvement

Work closely with Sales, Partners, and Inside Sales on technical questions related to quotations and ongoing customer projects

Qualification

Technical supportField serviceTroubleshootingMechanical engineeringCustomer relationship managementAnalytical approachCommunication skillsProblem-solving skillsDocumentation skillsSelf-motivated

Required

Bachelor's degree in technology (e.g., Electrical Engineering, Automation, Instrumentation, Mechanical Engineering, Chemistry) or an equivalent combination of education and experience

Experience in technical support, field service, or commissioning for industrial instrumentation, process, or automation environments

Hands-on mechanical engineering experience and comfort working with equipment in industrial environments

Understanding of metrology, process industry, automation, chemistry, and related applications

Absolute compliance with relevant safety protocols and standards

Excellent customer relationship management and communication skills

Strong problem-solving skills and a structured, analytical approach to troubleshooting

Strong documentation skills (case notes, service reports, training materials)

Ability to effectively communicate and present technical information to both technical and non-technical audiences

Self-motivated and able to work independently, while also collaborating effectively with local and global teams

Willingness and ability to travel up to 50% of the time (including potential international travel)

Position may involve being exposed to loud noises, dangerous equipment, hazardous substances, and long periods of walking or standing

Position requires a valid passport and occasional international travel