Technical Support Engineer

Company: Brookhaven Instruments Corporation

Job Title: Technical Support Engineer

Reports to:

Position Summary

The Technical Support Engineer is responsible for providing expert-level technical assistance to Brookhaven Instruments’ customers, sales team, and internal departments. This position plays a critical role in ensuring customer satisfaction through timely troubleshooting, repair coordination, instrument installations, and user training. The role involves both remote and on-site support, assisting with diagnostics, calibration, and product maintenance, while maintaining strong communication between customers, engineering, and manufacturing.

Key Duties and Responsibilities

• Provide timely technical support to customers via phone, email, and remote sessions for the full portfolio of laboratory instruments.
• Troubleshoot hardware, software, and application issues, working closely with engineering and manufacturing teams to resolve complex problems.
• Support installation, setup, and configuration of instruments at customer sites or remotely.
• Coordinate instrument repairs and returns (RMAs), maintaining accurate documentation in service tracking systems.
• Maintain and update technical support resources, FAQs, and troubleshooting guides.
• Assist in developing training materials and conduct user training sessions for customers and distributors.
• Ensure all customer inquiries are logged, tracked, and resolved with a focus on quality and customer satisfaction.
• Maintain calibration and testing procedures for instruments within the Nashua facility service lab.
• Collaborate with the applications and sales teams to identify recurring issues and suggest product or documentation improvements.
• Participate in periodic technical webinars, demonstrations, and customer education sessions as needed.
• Travel to customer sites as reasonably requested for installations, service calls, or training.

Experience, Skills, and Education

• Bachelor of Science degree in Physics, Chemistry, Engineering, or a related technical discipline.
• 3+ years of experience in technical support, field service, or instrumentation troubleshooting role; laboratory instrumentation experience preferred.
• Strong diagnostic and problem-solving skills for electro-mechanical and software-controlled systems.
• Experience working with light scattering, particle sizing, or analytical instrumentation is highly desired.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to a range of audiences.
• Demonstrated ability to manage multiple support cases, prioritize effectively, and work independently.
• Detail-oriented with strong documentation and organizational habits.
• Proficient in Microsoft Office and comfortable with CRM or ticketing systems.
• Must be customer-focused, proactive, and passionate about helping others solve technical challenges.

Company Background

Brookhaven Instruments Corporation (https://www.brookhaveninstruments.com) is a pioneer in using light scatter for material characterization. We design, manufacture, and sell quality analytical instruments worldwide used in research, development, process and quality control. Brookhaven Instruments Corporation is a world leader in delivering state-of-the-art scientific instruments that use scattered light to measure zeta potential, particle size, and molecular weight. We take the time to understand our customers’ unique requirements and provide them with the best solution for their needs.