Senior Field Support Engineer – Coherent, Inc. – Santa Clara, CA

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