Applications Engineer

Job Description
Thorlabs, Inc. is a broad based photonics technologies company. Founded in 1989, Thorlabs’ product offerings now exceed 12,000 items. An international company with approximately 670 employees, Thorlabs has manufacturing and sales offices in the United States, United Kingdom, Germany, France, Sweden, Japan, and China. Its product portfolio covers an extensive array of products ranging from simple optical and mechanical components to integrated test and measurement systems. Thorlabs Quantum Electronics, Inc. is a wholly-owned subsidiary of Thorlabs, specializing in advanced semiconductor and lithium niobate optical components and subsystems that support Thorlabs’ plan is to enter new photonics markets early with equipment and services that are required to ensure the ultimate success of our customers.

The Application Engineer is responsible for the daily operations of the technical support in providing telephone, email, and online support to the global Thorlabs customer base. This individual will ensure that customers receive superior technical support as they use Thorlabs’ products in their applications through the establishment of best practices that are consistent with promoting the customer-centric strategic direction of Thorlabs. The individual will work closely with Engineering and sales teams on special/customized requests.

The Application Engineer is responsible for creating pro-active sales opportunities, coordinating product and market training for all Thorlabs’ entities worldwide. Being an active part in the technical design review and product obsolescence meetings with the various product lines. This position requires a high degree of drive, interaction, and communication with customers, sales, engineering, and business leaders.

DUTIES AND RESPONSIBILITIES

Manage and develop TechSupport at TQE
•Develop and provide customized solutions, assist in the design of custom products.
•Become skilled in the use of test equipment. Test prototype products and document results.
•Support Marketing and Sales activities by attending Tradeshows and Customer visits
•Coordinate all work flow within the teams
•Organize product and market training of the team in US and worldwide entities
•Actively contribute to design and web reviews of new products
•Utilize Axapta CRM tools to capture customer data and Activities
•Develop use of SharePoint to improve accessibility and dissemination of technical data
•Coordinate the design of tradeshow set-ups that resonate with customers

Pro-active sales responsibilities
•Identify customers for onsite visits and targeted sales
•Coordinate customer visits and tradeshow attendance
•Use customer data and feedback to contribute product/service ideas or improvements

Monitor performance metrics
•Track backorders on specials and OEM orders and reduce occurrence of shipping delays
•Oversee product recall notifications
•Work closely with RMA to improve customer experience when returning products for repair or evaluation
•Monitor and Improve quote conversion rate

Requirements
•Master’s degree in Physics or related advanced Engineering degree
•Minimum 2 years of experience in a technical support or manufacturing environment in the technology sector
•Knowledge of Photonics Industry and product knowledge in the areas of optics and lasers
•Good understanding of optics, lasers, electronics, and fiber technologies.
•Photonics laboratory experience is preferred.
•Excellent knowledge of ERP system (AX, SAP)
•Strong organizational and planning skills
•Excellent verbal and written communication skills with the ability to deal with external and internal customers
•Strong interpersonal skills for working with customers and in team environments
•Strong knowledge of technical failure requirements
•Strong proficiency in sales and customer service Strong ability to work under time constraints, to multitask, and solve problems

Company

Thorlabs Quantum Phontonics, Inc

Job Code

State or Province

Maryland

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