Photonics Support Engineer Supervisor

Thorlabs is pleased to play a role in advancing science through the components, instruments, and systems we design and manufacture. We believe that science and innovation have great potential to improve the world around us and are committed to advancing photonics (i.e., light-based) technologies that positively impact our customers, employees, and communities. Via educational outreach and more sustainable business practices, we continuously invest in a brighter future. We recognize that each of our employees is a unique individual with the ability to contribute to our success and seek to find great people who will thrive in our fun, fast-paced culture.

Purpose of the Position

The Photonics Support Engineer Supervisor is responsible for management and training of Photonics Support Engineers to respond professionally, quickly, and accurately to both internal and external customer inquiries, solve complex customer applications/support issues. In addition, this individual will provide expert level of technical support by solving complex problems, troubleshooting, and working with customers to guide them to the best possible product solutions for their applications and experiments. This role will work with Photonics Support Engineers daily and provide guidance on resolving customer inquiries. Although the location of the position is in Newton, NJ, from time to time it may be required to undertake duties at other Thorlabs locations.

Essential Job Functions include the following, but are not limited to:

• Lead a team of Photonics Support Engineers and directly involved in building them to high performers in the department and company.
• Lead and manage special assigned projects to team and represent the Department Manager as delegated.
• Reproduce complex set ups and create technical solutions in the lab.
• Support Marketing and Sales activities by attending Tradeshows and Customer visits.
• Develop Marketing Materials such as test data, white papers, or video for use on our website or through other distribution channels.
• Demonstrate expert knowledge and problem-solving abilities in providing technical support to customers who purchase from our extensive product portfolio.
• Provide high level technical support via phone, web chat & e-mail to customers worldwide.
• Participate and contribute to product improvement and new product development by actively being part of the interactive Thorlabs product development forum.
• Develop customer requirements for products and applications by providing feedback to internal marketing and design/manufacturing teams.
• Demonstrate concern for customer centricity by quickly and effectively solving customer issues with strong aptitude for multitasking.
• Assist with the creation and reporting of group KPI's and data metrics.
• Participate in resource scheduling, recruitment process and other supporting tasks as delegated by the Department Manager to ensure smooth department operations.
• Conduct training of internal tool usage, logistics, operational principles, applications and ensure team members become more successful in their daily responsibilities.
• Mentor and train new team members by providing specialized knowledge to growing group of Thorlabs Photonics Support Engineers both national and international.

Qualifications

Experience:

• 6 plus years of Photonics product and applications support experience working with customers in optics, mechanics, lasers, and other photonics components or systems. Demonstrated technical team leadership required.
• Project Management and leadership training experience a plus.

Education:

• BSc, MSc or PhD degree in Optics, Physics, Engineering, or a related field with adequate work experience. MSc or higher preferred.

Specialized Knowledge and Skills:

• High-energy management and coaching abilities
• Specialized knowledge of Photonics and Laser Technology via work or laboratory experience.
• Strong communication proficiency and presentation skills.
• Ability to develop and communicate dept. goals in support of Thorlabs' mission and responds to all interactions in a positive manner.
• Demonstrate strong sense of ownership.

Direct Reports:

This position is a supervisory role and responsible for performance management of the Photonics Support Engineers.

Thorlabs values its diverse environment and is proud to be an Equal Employment Opportunity/Affirmative Action employer. All qualified individuals will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

Thorlabs offers a complete benefits package that includes medical, dental and vision insurance, company paid life insurance, a generous PTO package, a 401(k) plan, and tuition reimbursement just to name a few.