Brookhaven Instruments · 18 hours ago
Technical Support Engineer
Nashua, NH
Full-time
Hybrid
Mid Level
3+ years expBrookhaven Instruments Corporation is a pioneer in using light scatter for material characterization, and they are seeking a Technical Support Engineer to provide expert-level technical assistance to customers and internal departments. The role involves troubleshooting, instrument installations, and user training while maintaining strong communication between customers and the engineering team.
Industrial ManufacturingMachinery ManufacturingManufacturingTraining
Hiring Manager
Scott Brady
Responsibilities
Provide timely technical support to customers via phone, email, and remote sessions for the full portfolio of laboratory instruments
Troubleshoot hardware, software, and application issues, working closely with engineering and manufacturing teams to resolve complex problems
Support installation, setup, and configuration of instruments at customer sites or remotely
Coordinate instrument repairs and returns (RMAs), maintaining accurate documentation in service tracking systems
Maintain and update technical support resources, FAQs, and troubleshooting guides
Assist in developing training materials and conduct user training sessions for customers and distributors
Ensure all customer inquiries are logged, tracked, and resolved with a focus on quality and customer satisfaction
Collaborate with the applications and sales teams to identify recurring issues and suggest product or documentation improvements
Participate in periodic technical webinars, demonstrations, and customer education sessions as needed
Travel to customer sites as reasonably requested for installations, service calls, or training
Qualification
Required
Bachelor of Science degree in Physics, Chemistry, Engineering, or a related technical discipline
3+ years of experience in technical support, field service, or instrumentation troubleshooting role; laboratory instrumentation experience preferred
Strong diagnostic and problem-solving skills for electro-mechanical and software-controlled systems
Experience working with light scattering, particle sizing, or analytical instrumentation is highly desired
Excellent written and verbal communication skills, with the ability to explain technical concepts to a range of audiences
Demonstrated ability to manage multiple support cases, prioritize effectively, and work independently
Detail-oriented with strong documentation and organizational habits
Proficient in Microsoft Office and comfortable with CRM or ticketing systems
Must be customer-focused, proactive, and passionate about helping others solve technical challenges
Company
Brookhaven Instruments
Brookhaven Instruments offers Analytical, Training, and Preventative Maintenance services and manufactures analytical instruments.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase