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