ILX (www.ilxlightwave.com), a wholly owned subsidiary of Newport Corporation, designs and manufactures a broad range of photonics instrumentation, including laser diode controllers and drivers, temperature controllers, current sources, optical power and wavelength meters, semiconductor laser/LED burn-in, test and characterization systems, and fiber optic sources. ILX distributes its products in North America, Europe and Asia, and its customers include Fortune 500 corporations, national research laboratories, and government and educational institutions, many of whom are already customers of Newport for other products.
This position will provide direct customer support in the form of addressing customer concerns over the phone, through emails and customer visits. They will have responsibility for achieving corporate customer satisfaction goals in conjunction with operations by directing activities and promoting urgency when customer satisfaction is at stake. They will work with engineering, sales, administration and manufacturing in resolving customer issues in a timely fashion to retain and improve customer loyalty. This position will take ownership of return resolution processes. They will also have responsibility for training and support of international service centers as managed by distributors or Newport regional management. They will contribute to site quarterly, annual and long-term goals by advocating customer support and satisfaction. They will also be tasked with growth of the aftermarket business revenue and income by promoting upgrades, parts and services. This role may expand to include direct management of customer support personnel and may include up to 20% travel in the US and abroad.