About this role
Job Description
Position Summary
The Technical Support Engineer - Freeze Dryers is responsible for providing advanced remote technical support for SP Scientific freeze dryer systems. Acting as a subject matter expert (SME), this role ensures rapid issue resolution, supports global service teams, and contributes to the continuous improvement of equipment reliability, serviceability, and customer satisfaction.
The position operates within a global Centre of Excellence (CoE) model, supporting customers, field service engineers (FSEs), distributors, and customers. ResponsibilitiesTechnical Support & TroubleshootingProvide expert-level remote troubleshooting support for freeze dryer equipment via phone, email, and digital toolsDiagnose complex mechanical, refrigeration, electrical, and control system issuesSupport field service engineers during escalations and critical casesAct as a primary escalation point for high-priority technical issuesEnsure timely resolution aligned with service response expectations Global Service SupportSupport global installed base across multiple freeze dryer platformsCollaborate with regional service teams to resolve customer issues efficientlyProvide guidance for installation, commissioning, maintenance, and repair activitiesEnsure consistency in technical support standards across regions Knowledge Management & Documentation Develop and maintain technical documentation, troubleshooting guides, and service bulletinsCapture and structure technical knowledge from field cases and escalationsContribute to defect tracking, root cause analysis (RCA), and continuous improvement loopsSupport creation of standardized service procedures Training & Capability Building Support training delivery for field service engineers and distributorsProvide technical coaching during case resolutionContribute to development of structured training materials and programsFacilitate knowledge transfer across the service organization Cross-Functional CollaborationInterface with Engineering, Quality, and Product Management on recurring issuesSupport feedback loops on product performance, reliability, and design improvementsParticipate in design reviews and new product introductions (NPI) as technical expert
Qualifications & Experience
Education
Degree or technical diploma in Mechanical, Electrical, Refrigeration, or related fieldEquivalent technical experience considered Experience
5+ years of experience in service or technical support of complex equipmentStrong experience with freeze dryer systems (highly preferred)Background in refrigeration systems, vacuum systems, and process equipment Payscale: $89,000-130,000
Technical Skills
Advanced troubleshooting of:Refrigeration systems (compressors, cooling circuits)Vacuum systemsMechanical assembliesElectrical systems and PLC controlsAbility to read and interpret:Electrical schematicsMechanical drawingsP&IDs / process diagramsFamiliarity with diagnostic tools and remote support systems Core Competencies
Strong analytical and problem-solving skillsAbility to work independently with minimal supervisionHigh sense of urgency and customer focusClear and effective communication across global teamsStructured approach to problem solving and documentation Working Model
Primarily remote technical support roleWorking time:Starting 6am US East Time or before is a mustInteraction with global teams across multiple time zonesPosition will cover remotely cases from EMEA and USA HSE:
Non-Management: All employees have the responsibility to work safely and report any health, safety, or environmental concern to their manager or supervisor promptly.
Employee responsibilities for Health, Safety and Environment include:
Work in compliance with divisional health, safety and environmental proceduresRefrain from removing or altering safety devices or guarding unless hazardous energies are controlled through lockout-tagout methodsReport any unsafe conditions or unsafe actsReport defect in any equipment or protective deviceEnsure that the required protective equipment is used for the assigned tasksAttend all required health, safety and environmental trainingReport any accidents/incidents to supervisorAssist in investigating accidents/incidentsRefrain from engaging in any prank, contest, feat of strength, unnecessary running or rough and boisterous conduct