Technical Support Engineer II

About the Company

DwyerOmega is a globally trusted leader in manufacturing innovative instrumentation solutions for the Process Measurement, Automation, Control and HVAC markets. With very strong brand recognition and high levels of customer loyalty, DwyerOmega has an unmatched reputation for providing customized solutions that meet and exceed customer needs. Our team of engineering experts help our customers select technical, and often configured, product solutions for their unique applications.

Role Description

This position will work out of our Westerville, OH, location and will be providing product technical support for the Lake Shore Cryotronics product lines. This role delivers advanced technical assistance to customers, managing complex troubleshooting, service cases, RMAs, warranty evaluations, and CRM documentation while ensuring timely communication across all support channels. It also supports field installations and training, develops customer-facing technical resources and conducts performance consultations. Additionally, the position contributes to product and process improvements, collaborates with product managers and engineering teams, and may mentor other support personnel.

Key Responsibilities

• Provide telephone/email technical support for customers including troubleshooting and documenting informational and technical troubleshooting cases. Follow the evolution of the support case through multiple exchanges and successfully close the case in the CRM system and complete all documentation requirements.
• Enter and maintain cases up to date in the CRM system and escalate as needed so that others may advance the case when necessary.
• Support and maintain the shared Support inbox to ensure customer inquiries are answered in a timely manner.
• Manage the entry and maintenance of Service Cases including RMAs and orders for product services and recalibration.
• Provide quotes and enter orders for production recalibration and repairs directly to customers and representatives.
• Resolve customer problems and determine warranty eligibility based on order history and evaluate warranty versus non-warranty repairs when necessary.
• May perform in-field systems installations, customer or representative training and field services. This activity includes planning visits, ensuring the installation site preparation checklist is completed prior to installation, tracking all non-conforming product issues through to completion and completing the installation documentation and customer sign-off.
• Provide customer feedback to quality and management teams using the quality system.
• Provide input/feedback to product managers on possible product improvements.
• Identify deficiencies and recommend improvements to department processes, while supporting all group-related processes.
• Develop troubleshooting guides, videos, and application notes to assist customers.
• Conduct customer consultations to identify instances where our equipment is underutilized or used improperly and provide recommendations or modifications to optimize performance.
• Provide highest level resolution for customers by working directly with management and product managers to resolve specific issues.

Benefits

• Comprehensive Insurance Package: Medical, dental, vision, prescription drug, life, short-term and long-term disability.
• 401k Matching: Secure your future with our 401k matching program.
• Health Savings Account (HSA): Employer contributions to your HSA. A PPO plan option is available as well.
• Generous Paid Time Off: Enjoy a healthy work-life balance starting at 15 days of PTO per year and 9 paid holidays.
• Fitness Center: Stay active with our onsite fitness facility.
• Tuition Reimbursement: Continue your education with our support.
• Career Development: Opportunities for growth and advancement.