Technical Support Software, Engineer

$85,000 - $110,000/Yr

Sartorius - Bohemia, NY

Full-time - Mid Level

Bohemia, NY

Repair and Maintenance

About the position

As the Technical Support Software Engineer at Sartorius, you will play a crucial role in providing post-sales technical support for our software products within the US Service organization. This position is based in our Bohemia, NY facility and requires you to assist with software installation, configuration, and testing for new installations, upgrades, and maintenance. Your expertise will be essential in ensuring that our customers receive the highest level of support and satisfaction with our software solutions. In this role, you will be expected to possess an excellent level of product knowledge and act as a liaison between the US organization and our engineering staff. You will take ownership of technical software issues, working closely with internal product groups to resolve more advanced issues when necessary. Your ability to resolve and escalate field issues without the need for management intervention will be key to your success. You will document troubleshooting and problem resolution steps meticulously and log service issues in our CRM system. Your responsibilities will also include assisting with software upgrades and enhancements in the field, managing new software releases, and maintaining system configuration details. You will coordinate and deliver training for field engineers to ensure successful installations, preventative maintenance, and break-fix repairs. Additionally, maintaining a healthy relationship with manufacturing, engineering, and project teams will be vital, as you will be expected to provide feedback and ideas for product improvement.

Responsibilities

• Perform post-sales telephone and on-site technical software support for the US Service organization.
• Assist with software installation, configuration, and testing for new installations, upgrades, and maintenance.
• Act as a liaison between the US organization and engineering staff.
• Take ownership of technical software issues and work with internal product groups to resolve advanced issues.
• 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.
• Coordinate and deliver training for field engineers for successful installations, preventative maintenance, and break-fix repairs.
• Maintain a healthy relationship with manufacturing, engineering, and project teams, providing feedback 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 of professional experience in at least three of the following areas: supporting software-controlled automation equipment, experience with databases (Sybase, Oracle, SQLSERVER, or MS Access), experience with PLCs (DeltaV, Siemens, Emerson, or AB), knowledge of OPC data suite, experience with complex fault finding.
• Ability to read electrical schematics.
• Willingness to travel to meet business needs and at short notice.
• Located within commuting distance of Bohemia, NY or 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 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, LinkedIn Learning, internal seminar offerings.
• Worklife Balance: Paid vacation, sick time, corporate holidays, community service day, and flexible work schedules.
• Comprehensive onboarding, including a virtual online platform.
• Welcoming 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: A wide selection of health and well-being support such as various medical plans, 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.