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A skilled troubleshooter with a strong background in electromechanical systems and lab instrumentation—ready to step into a key role where your expertise doesn’t just fix problems, it drives smarter processes, builds better training, and elevates service operations from the inside out?
Job Title: Technical Support Engineer
Location: Shelton, CT (Hybrid: Office + Field)
Duration: Direct Hire
Salary: $80k-$90K (with flexibility for the right candidate with diagnostic instrument repair)
Tavel Expenses: Hotels, Gas, Food, Rental Car all expenses can go right on the company corporate card provided.
Shift: Monday–Friday, 9:00 AM – 5:30 PM
About the Role:
We are seeking a Technical Support Engineer to provide high-level technical expertise for our advanced laboratory instrumentation. For the first 6–12 months, this will be a hybrid of in-office and field work during a comprehensive training program.
About half your time will be spent traveling throughout the Southern Gulf region (TX, NM, OK, KS, MO, AR, LA) to support clients on-site. The other half, you'll be based at our Shelton, CT headquarters, supporting clients and the service team with remote troubleshooting. In addition to technical support, the Technical Support Engineer plays a key role in training development, SOP creation, and process optimization to enhance service efficiency.
The initial fieldwork phase is designed to give you first-hand experience with our instrumentation and an understanding of the challenges faced by our Field Service Engineers and clients. This foundation will make you more effective when you transition to the fully in-office role after 6–12 months.
Responsibilities:
Technical Troubleshooting & Remote Diagnostics
• Act as the technical expert for diagnosing and resolving complex electromechanical issues across advanced laboratory instrumentation.
• Deliver expert-level remote diagnostics and troubleshooting via phone and email, guiding clients and Field Service Engineers through issue resolution.
• Utilize electrical schematics, software tools, and diagnostic equipment (e.g., multimeters) to identify root causes and recommend solutions.
• Document service cases in Salesforce with clear, concise, and actionable technical notes.
• Escalate and collaborate with the Service Manager and partners on advanced issues.
Field Support & Travel
• Provide on-site service support, including repairs and preventative maintenance within the Southern Gulf territory (approx. 50% travel).
• Coordinate client visits and maintain cost-effective travel plans within travel policy.
• Support client retention and satisfaction during field visits by identifying additional accessories, consumables, and service opportunities.
Training & Knowledge Development
• Develop and refine technical SOPs, troubleshooting guides, and training materials to improve service efficiency.
• Lead technical training programs for internal teams, ensuring effective knowledge transfer.
• Conduct in-house training sessions for new hires and developing employees on instrumentation function, repair, and maintenance best practices.
Service Operations & Collaboration
• Collaborate with the Service Manager to improve service strategies and workflows.
• Provide backup support for service coordination tasks as needed.
Requirements:
Education:
• Bachelor's degree in Mechanical Engineering, Electrical Engineering, or a related field; OR
• Associate’s degree, technical diploma, or certification in Electrical/Mechanical Technology, Mechatronics, Electronics, Industrial Maintenance, or similar; OR
• Equivalent hands-on experience in field service, technical support, or instrumentation repair.
Technical Background:
• 4+ years of experience in field service, technical support, or electromechanical troubleshooting and repair. Ability to read electrical schematics and use diagnostic tools like multimeters. Familiarity with diagnostic software and instrumentation control software.
• Background in analytical instrumentation, complex laboratory equipment, or biomedical industries.
• Ability to prioritize and manage multiple responsibilities in a fast-paced environment.
Client Relationship Skills:
• Experience with client interactions.
• Ability to present technical information in a clear, concise manner. Exceptional written and verbal communication and interpersonal skills.
Travel:
• Ability and willingness to travel approximately 50% of the time, primarily within the Southern Gulf region. Must be comfortable with overnight travel and independent work in the field.
Computer Skills:
• Proficient in MS Office. Experience with Salesforce, ServiceMax, or similar platforms is preferred.
Company Overview:
Top Prospect Group, now part of HW Staffing Solutions, focuses on connecting high-quality candidates with top-tier clients. We offer expertise across multiple industries, ensuring that we meet and exceed staffing expectations.
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