About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Job Description</b></H2> </div><div><p>Position Summary</p> <p>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.</p> <p>The position operates within a global Centre of Excellence (CoE) model, supporting customers, field service engineers (FSEs), distributors, and customers.</p> <ol> <li style="list-style-type:none"> <ol> <li>Responsibilities</li> </ol> <ul> <li>Technical Support & Troubleshooting</li> <li>Provide expert-level remote troubleshooting support for freeze dryer equipment via phone, email, and digital tools</li> <li>Diagnose complex mechanical, refrigeration, electrical, and control system issues</li> <li>Support field service engineers during escalations and critical cases</li> <li>Act as a primary escalation point for high-priority technical issues</li> <li>Ensure timely resolution aligned with service response expectations</li> </ul> <p> </p> <ol start="2"> <li>Global Service Support</li> </ol> <ul> <li>Support global installed base across multiple freeze dryer platforms</li> <li>Collaborate with regional service teams to resolve customer issues efficiently</li> <li>Provide guidance for installation, commissioning, maintenance, and repair activities</li> <li>Ensure consistency in technical support standards across regions</li> </ul> <p> </p> <ol start="3"> <li>Knowledge Management & Documentation </li> </ol> <ul> <li>Develop and maintain technical documentation, troubleshooting guides, and service bulletins</li> <li>Capture and structure technical knowledge from field cases and escalations</li> <li>Contribute to defect tracking, root cause analysis (RCA), and continuous improvement loops</li> <li>Support creation of standardized service procedures</li> </ul> <p> </p> <ol start="4"> <li>Training & Capability Building </li> </ol> <ul> <li>Support training delivery for field service engineers and distributors</li> <li>Provide technical coaching during case resolution</li> <li>Contribute to development of structured training materials and programs</li> <li>Facilitate knowledge transfer across the service organization</li> </ul> <p> </p> <ol start="5"> <li>Cross-Functional Collaboration</li> </ol> <ul> <li>Interface with Engineering, Quality, and Product Management on recurring issues</li> <li>Support feedback loops on product performance, reliability, and design improvements</li> <li>Participate in design reviews and new product introductions (NPI) as technical expert</li> </ul> </li> </ol></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Qualifications & Experience</b></H2> </div><div><p>Education</p> <ul> <li>Degree or technical diploma in Mechanical, Electrical, Refrigeration, or related field</li> <li>Equivalent technical experience considered</li> </ul> <p> </p> <p>Experience</p> <ul> <li>5+ years of experience in service or technical support of complex equipment</li> <li>Strong experience with freeze dryer systems (highly preferred)</li> <li>Background in refrigeration systems, vacuum systems, and process equipment</li> </ul> <p> </p> <p><strong>Payscale: <span>$89,000-130,000</span></strong></p> <p> </p> <p>Technical Skills</p> <ul> <li>Advanced troubleshooting of:</li> </ul> <ul> <li style="list-style:none"> <ul style="list-style-type:circle"> <li>Refrigeration systems (compressors, cooling circuits)</li> <li>Vacuum systems</li> <li>Mechanical assemblies</li> <li>Electrical systems and PLC controls</li> </ul> </li> </ul> <ul> <li>Ability to read and interpret:</li> </ul> <ul> <li style="list-style:none"> <ul style="list-style-type:circle"> <li>Electrical schematics</li> <li>Mechanical drawings</li> <li>P&IDs / process diagrams</li> </ul> </li> <li>Familiarity with diagnostic tools and remote support systems</li> </ul> <p> </p> <p>Core Competencies</p> <ul> <li>Strong analytical and problem-solving skills</li> <li>Ability to work independently with minimal supervision</li> <li>High sense of urgency and customer focus</li> <li>Clear and effective communication across global teams</li> <li>Structured approach to problem solving and documentation</li> </ul> <p> </p> <p>Working Model</p> <ul> <li>Primarily remote technical support role</li> <li>Working time: <ul style="list-style-type:circle"> <li>Starting 6am US East Time or before is a must</li> </ul> </li> <li>Interaction with global teams across multiple time zones <ul> <li>Position will cover remotely cases from EMEA and USA</li> </ul> </li> </ul> <p>HSE:</p> <p>Non-Management: All employees have the responsibility to work safely and report any health, safety, or environmental concern to their manager or supervisor promptly.</p> <p> </p> <p>Employee responsibilities for Health, Safety and Environment include:</p> <ul> <li>Work in compliance with divisional health, safety and environmental procedures</li> <li>Refrain from removing or altering safety devices or guarding unless hazardous energies are controlled through lockout-tagout methods</li> <li>Report any unsafe conditions or unsafe acts</li> <li>Report defect in any equipment or protective device</li> <li>Ensure that the required protective equipment is used for the assigned tasks</li> <li>Attend all required health, safety and environmental training</li> <li>Report any accidents/incidents to supervisor</li> <li>Assist in investigating accidents/incidents</li> <li>Refrain from engaging in any prank, contest, feat of strength, unnecessary running or rough and boisterous conduct</li> </ul></div></div></div>