Technical Support Engineer
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.
Responsibilities
Technical Support & Troubleshooting
Provide expert-level remote troubleshooting support for freeze dryer equipment via phone, email, and digital tools
Diagnose complex mechanical, refrigeration, electrical, and control system issues
Support field service engineers during escalations and critical cases
Act as a primary escalation point for high-priority technical issues
Ensure timely resolution aligned with service response expectations
Global Service Support
Support global installed base across multiple freeze dryer platforms
Collaborate with regional service teams to resolve customer issues efficiently
Provide guidance for installation, commissioning, maintenance, and repair activities
Ensure consistency in technical support standards across regions
Knowledge Management & Documentation
Develop and maintain technical documentation, troubleshooting guides, and service bulletins
Capture and structure technical knowledge from field cases and escalations
Contribute to defect tracking, root cause analysis (RCA), and continuous improvement loops
Support creation of standardized service procedures
Training & Capability Building
Support training delivery for field service engineers and distributors
Provide technical coaching during case resolution
Contribute to development of structured training materials and programs
Facilitate knowledge transfer across the service organization
Cross-Functional Collaboration
Interface with Engineering, Quality, and Product Management on recurring issues
Support feedback loops on product performance, reliability, and design improvements
Participate in design reviews and new product introductions (NPI) as technical expert
Qualifications & Experience
Education
Degree or technical diploma in Mechanical, Electrical, Refrigeration, or related field
Equivalent technical experience considered
Experience
5+ years of experience in service or technical support of complex equipment
Strong 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 systems
Mechanical assemblies
Electrical systems and PLC controls
Ability to read and interpret:
Electrical schematics
Mechanical drawings
P&IDs / process diagrams
Familiarity with diagnostic tools and remote support systems
Core Competencies
Strong analytical and problem-solving skills
Ability to work independently with minimal supervision
High sense of urgency and customer focus
Clear and effective communication across global teams
Structured approach to problem solving and documentation
Working Model
Primarily remote technical support role
Working time:
Starting 6am US East Time or before is a must
Interaction with global teams across multiple time zones
Position 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 procedures
Refrain from removing or altering safety devices or guarding unless hazardous energies are controlled through lockout-tagout methods
Report any unsafe conditions or unsafe acts
Report defect in any equipment or protective device
Ensure that the required protective equipment is used for the assigned tasks
Attend all required health, safety and environmental training
Report any accidents/incidents to supervisor
Assist in investigating accidents/incidents
Refrain from engaging in any prank, contest, feat of strength, unnecessary running or rough and boisterous conduct
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.
Responsibilities
Technical Support & Troubleshooting
Provide expert-level remote troubleshooting support for freeze dryer equipment via phone, email, and digital tools
Diagnose complex mechanical, refrigeration, electrical, and control system issues
Support field service engineers during escalations and critical cases
Act as a primary escalation point for high-priority technical issues
Ensure timely resolution aligned with service response expectations
Global Service Support
Support global installed base across multiple freeze dryer platforms
Collaborate with regional service teams to resolve customer issues efficiently
Provide guidance for installation, commissioning, maintenance, and repair activities
Ensure consistency in technical support standards across regions
Knowledge Management & Documentation
Develop and maintain technical documentation, troubleshooting guides, and service bulletins
Capture and structure technical knowledge from field cases and escalations
Contribute to defect tracking, root cause analysis (RCA), and continuous improvement loops
Support creation of standardized service procedures
Training & Capability Building
Support training delivery for field service engineers and distributors
Provide technical coaching during case resolution
Contribute to development of structured training materials and programs
Facilitate knowledge transfer across the service organization
Cross-Functional Collaboration
Interface with Engineering, Quality, and Product Management on recurring issues
Support feedback loops on product performance, reliability, and design improvements
Participate in design reviews and new product introductions (NPI) as technical expert
Qualifications & Experience
Education
Degree or technical diploma in Mechanical, Electrical, Refrigeration, or related field
Equivalent technical experience considered
Experience
5+ years of experience in service or technical support of complex equipment
Strong 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 systems
Mechanical assemblies
Electrical systems and PLC controls
Ability to read and interpret:
Electrical schematics
Mechanical drawings
P&IDs / process diagrams
Familiarity with diagnostic tools and remote support systems
Core Competencies
Strong analytical and problem-solving skills
Ability to work independently with minimal supervision
High sense of urgency and customer focus
Clear and effective communication across global teams
Structured approach to problem solving and documentation
Working Model
Primarily remote technical support role
Working time:
Starting 6am US East Time or before is a must
Interaction with global teams across multiple time zones
Position 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 procedures
Refrain from removing or altering safety devices or guarding unless hazardous energies are controlled through lockout-tagout methods
Report any unsafe conditions or unsafe acts
Report defect in any equipment or protective device
Ensure that the required protective equipment is used for the assigned tasks
Attend all required health, safety and environmental training
Report any accidents/incidents to supervisor
Assist in investigating accidents/incidents
Refrain from engaging in any prank, contest, feat of strength, unnecessary running or rough and boisterous conduct