Technical Support Engineer, Software - On Site - Newark, DE

About the position

As the Technical Support Software Engineer, you will perform post-sales telephone and on-site technical software support for the US Service organization. You will assist with software installation, configuration and testing for new installations, upgrades, and/or maintenance. This is an onsite role, will need to be located within commuting distance of our Newark, DE site.

Responsibilities

• Possess an excellent level of product knowledge and serve as liaison between the organization and engineering staff.
• Take ownership of technical software issues and work with internal product groups to resolve advanced issues when necessary.
• Resolve and escalate field issues without the need for management intervention.
• Document troubleshooting and problem resolution steps.
• Log service issues in the CRM system.
• Assist with software upgrades and enhancements in the field.
• Manage new software releases and system configuration details.
• Effectively coordinate and deliver training for field engineers to enable successful installations, preventative maintenance, and troubleshooting break-fix repairs.
• Maintain a healthy relationship with manufacturing, engineering, and project teams, feeding back ideas for product improvement.

Requirements

• Bachelor's degree in biotechnology, engineering or IT discipline, or 10+ years of experience in supporting automation in a laboratory or production environment.
• 5+ years' professional experience with at least three of the following areas: supporting software-controlled automation equipment, experience with databases such as Sybase, Oracle, SQLSERVER or MS Access, experience with software languages such as Visual Basic, knowledge of OPC data suite, experience with complex fault finding.
• Willingness to travel to meet business needs and at short notice.
• Located within commuting distance of Newark, DE.
• Proficient with Microsoft Office programs.
• Proficient with Windows OS skills.
• Proficient with PC networking, TCP/IP.
• Proficient with PC architecture.

Nice-to-haves

• Self-motivated, conscientious, and reliable.
• Strong communication skills, able to communicate with a wide range of users with different technical abilities.
• Able to communicate professionally with customers and senior management.
• Able to work effectively under pressure.
• Effective time management skills.
• Able to prioritize workload and customer demands.
• Strong team player who works well with others.

Benefits

• Personal and Professional Development: Mentoring, leadership programs, internal seminar offerings.
• Work-life Balance: Paid vacation, sick time, corporate holidays and community service day; as well as flexible work schedules.
• Making an Impact Right from the Start: Comprehensive onboarding, including a virtual online platform.
• Weaving Culture: Mutual support, team spirit and international collaboration; communities on numerous topics such as 'Coaching', 'Agile Working' and a 'Businesswomen's Network'.
• Health & Well Being: Wide selection of health and well-being support such as a variety of medical plans to choose from, dental, vision, EAP, and other wellness programs.
• Intelligent Working Environment: Working in smart buildings with the latest technology and equipment.
• Retirement Savings Plan: 401k (with generous company match).
• Flexible Spending: HSA, FSA (dependent care & healthcare spending), Transportation Commuter Account.
• Company Paid Benefits: Basic Life Insurance, AD&D, EAP, Family Planning & Women's Health, Health Advocate.
• Additional Optional: Supplemental Life Insurance (employee, spouse & dependents), Legal Services, LTD & STD, Critical Illness Insurance, Student Loan Tuition Refinance Service.