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Senior Field Support Engineer

Santa Clara, CA 95054


Santa Clara, CA 95054

Full job description

The successful candidate will be responsible for performing service related for Coherent’s market leading ultrafast oscillator and amplifier laser systems. Coherent Field Support Engineers travel extensively to customer sites, in addition, they act as a liaison to internal product support, order administration, engineering, R&D, and sales teams.

Essential Functions and Responsibilities:
• Fulfill a critical role within the NA Service Team and deliver “best in class” service for Coherent customers
• Perform the on-site installation, training, repair, and preventative maintenance for complex laser and optical systems
• Implement product upgrade including design modifications and associated installation support
• Provide technical support via telephone/email, remote diagnostics, technical liaison between the customer and internal business units
• Submit reports and complete administrative tasks in a timely manner
• Consult with internal product support and engineering teams to identify and implement solutions to highly technical product issues
• Provide data collection to internal quality & reliability teams for continuous product improvement
• Support regional sales activities with continuous communications on product performance and competitor knowledge
• Ability to work closely with a team as well as independently
• Exceptional customer service skills
• Excellent written and verbal communications
• Must possess a strong command, both written & verbal in the English Language Computer literate
• Special projects and other duties as assigned including international support for other regional service teams

Education and Work Experience

Required Qualifications:
• Bachelor’s degree in engineering, scientific, technical, or photonics related field(s)
• Advanced degree(s) with less experience will be considered
• Minimum 3 years of experience with ultrafast oscillators and/or amplifier laser systems
• U.S. Citizenship is required

Desired Qualifications:
• Knowledge of ultrafast amplifier laser technology and associated applications is an advantage
• High proficiency with Microsoft Office products (i.e. Excel, PowerPoint, Word, Outlook)
• Comprehension of complex CRM & ERP software
• Ability to self-direct and take initiative to manage escalated customer scenarios and develop professional working relationships