Senior Tech Support Engineer — Field & Hardware

DWYER INSTRUMENTS, LLC; Westerville (OH); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Comprehensive Insurance Package

401k Matching

Health Savings Account (HSA)

Generous PTO and holidays

Fitness Center

Tuition Reimbursement

Career Development

Job summary

DwyerOmega, based in Westerville, OH, is seeking an experienced Technical Support Engineer to assist customers of Lake Shore Cryotronics product lines. You will deliver advanced technical troubleshooting, manage service cases, RMAs, warranty evaluations, and CRM documentation, while coordinating with field installations and training.

You will build customer-facing resources, contribute to product improvements, mentor teammates, and collaborate with product managers and engineering to optimize

Qualifications

• Associate degree in engineering technology or related discipline or 2+ years in Lake Shore Cryotronics product support or similar.
• 2+ years of technical support and/or customer service experience.
• 2-3+ years of electronics or vacuum systems troubleshooting experience.
• Proficiency in Microsoft Office and strong communication skills.

Responsibilities

• Provide telephone/email technical support and document troubleshooting cases.
• Enter and maintain cases in the CRM system and escalate as needed.
• Support and maintain the shared Support inbox for timely inquiries.
• Manage service cases, RMAs, and orders for product services and recalibration.
• Provide quotes and enter orders for production recalibration and repairs.
• Determine warranty eligibility and advise on repairs.
• Assist with field installations and training; prepare installation docs and sign-off.
• Provide feedback to quality and product teams to drive improvements.

Skills

Technical support

Troubleshooting

Customer service

Microsoft Office

Communication

Education

Associate degree in engineering technology or related discipline

Bachelor's degree in engineering/physics or related discipline

Tools

Windows drivers

Job description

DwyerOmega, based in Westerville, OH, is seeking an experienced Technical Support Engineer to assist customers of Lake Shore Cryotronics product lines. You will deliver advanced technical troubleshooting, manage service cases, RMAs, warranty evaluations, and CRM documentation, while coordinating with field installations and training.

You will build customer-facing resources, contribute to product improvements, mentor teammates, and collaborate with product managers and engineering to optimize