Support Engineer and Technical Trainer

Our Opening and Your Responsibilities

Our Market Support Group is searching for a Support Engineer and Technical Trainer to coordinate service training in alignment with service product management and provide technical support for our customers and our global team of service engineers and sales teams. Responsibilities will include direct technical support for customers and field teams, handling of customer complaints, coordination of classroom and remote trainings, and managing ongoing qualification and maintenance of training equipment.

Responsibilities will include:
  • Providing direct technical support to subsidiary and representative service organizations via phone and/or email including diagnosis and troubleshooting for reported problems
  • Clearly communicating complex technical concepts to customers, coworkers, and management
  • With limited supervision, manage all technical support tasks assigned to the group to ensure closure within 3 business days
  • Monitoring and reporting monthly on recurring issues requiring engineering changes and/or field communications
  • Reviewing, analyzing, and reporting monthly installation data and quality issues to management teams
  • Coordinating classroom and remote self-learning trainings with service engineers to ensure certification and recertification in a timely manner
  • Managing service training equipment to include scheduling, testing, repair, qualification, ongoing maintenance, and shipments
  • Providing technical training to service engineers as a secondary and/or primary training instructor and contribute to the development of course materials such as presentations, procedures, and pre/post work requirements
  • Identifying potential revenue opportunities for new products, software, and services
  • Traveling domestically and internationally for training and/or service as needed

What You Need to Succeed

  • Bachelor's degree in Engineering, Electrical Engineering, Electronics Engineering, Chemistry, Physics, or equivalent combination of education and experience is required
  • Minimum of 3-5 years of experience in a customer service/field service organization or related field
  • Experience in technical support within an instrument company is a plus
  • Experience with delivery of technical training as an instructor is a plus
  • Working knowledge of Microsoft Office programs
  • Excellent analytical and problem-solving skills
  • Experience with Infrared, optics, lasers, HPLC, GC, or Mass Spectrometry is a plus, as is a background in Chemistry or Chemical Engineering
  • Knowledge of ATEX/IECEx preferred
  • Ability to troubleshoot electronic, electrical, and mechanical instruments and computer systems
  • Exceptional customer service skills and demonstrated ability to perform in stressful situations
  • Excellent communication skills both oral and written – English required
  • Experience with SAP (highly preferred)

Our Offer to You

  • Medical, dental and vision care coverage and a 401(k) savings plan with company matching – all starting on date of hire
  • Tuition reimbursement, perks, and discounts
  • Parental and caregiver leave programs
  • All the usual benefits such as paid time off, flexible spending, short-and long-term disability, basic life insurance, business travel insurance, Employee Assistance Program, and domestic partner benefits
  • Global market strength and worldwide leadership in precision instrumentation
  • A brand name that is identified worldwide with precision, quality, and innovation
  • Thousands of patents, design and innovation awards across Mettler Toledo
  • Global recognition for the quality of our products and services

About Mettler Toledo

Working at METTLER TOLEDO AutoChem Inc. (www.mt.com/autochem) means you are impacting the world in important ways. Our process analytical technology and automated synthesis reactors provide scientists in the pharmaceutical, biotechnology, and chemical industries the information they need to deliver life-changing products.  As a strategic business unit within Mettler Toledo, AutoChem develops, manufactures, sells, and services instruments that modernize chemical synthesis, provide insight to every chemical reaction, and provide process knowledge to eliminate scale-up and safety incidents. 

  • Our instruments increase the efficiency and effectiveness of chemists and engineers.
  • Our products help develop profitable, green, and safe scientific processes.
  • We help keep you healthy. Our instruments make it possible for scientists to develop new drugs and bring life-saving medicines to the world.

Equal Opportunity Employment

We are an equal opportunity employer and value diversity at our company. We give consideration for employment without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected classification. If you’d like more information about your EEO rights as an applicant under the law, please click here.

Mettler Toledo endeavors to make www.mt.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at EEO@mt.com.

For those who prioritize precision, Mettler Toledo is precisely where you belong.

Job Reference #

10987

Location

Maryland

Columbia

Job Type

Full-time

Legal Entity

Mettler-Toledo Autochem, Inc.

6708 Alexander Bell Dr, Columbia, MD 21046 United States

+1 (410) 910-8100