Thorlabs

Customer Support

• Establishing and maintaining profitable professional relationships with customers.
• Ensuring that all customer requirements are completely met.
• Providing world-class customer service.
• Responding to requests via incoming telephone calls, emails, and chats.
• Attending to customer questions, complaints, and concerns immediately and facilitating satisfactory resolution.
• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis.

Customer Service Representative I

Sales Engineer

• Generate new business, including lead qualification and solution development in many areas of the photonics industry
• Frequent communication with the customer (specifications, pricing, product availability, services, etc)
• Contract negotiation and coordination of design and manufacturing resources for custom solutions
• Provide technical advice and support for international customers, focusing on pre-sale enquiries
• Leverage industry expertise and strong customer relationships to identify additional business opportunity as existing customers’ needs grow
• Find new markets/industries for Thorlabs to support
• Manage the sales pipeline within CRM, from qualification to close
• Provide market feedback to R&D and Marketing Communication groups
• Present equipment demonstrations and interact with customers at conferences and trade fairs

Technical Sales Engineer

Project Manager

• Lead development projects while actively working on the systems
• Develop new spectrometer concepts and optical designs
• Define requirements and develop system architectures
• Build and test prototypes in the laboratory
• Analyze and optimize spectral resolution, efficiency, and stray light
• Coordinate development with mechanical, electronics, firmware, and production engineers
• Collaborate with external suppliers
• Support new products from concept through to series production

Project Manager – Spectrometer Development

Engineer

• - Coordinate activities for the transfer of new products into manufacturing.
• - Close collaboration with manufacturing, engineering, purchasing and quality as part of the project lifecycle and post release of a product.
• - Ensure PPAP compliance, including First Article Inspection (FAI).
• - DFM and DFA analysis with manufacturing & engineering to meet LEAN manufacturing requirements.
• - Development and implementation of new procedures/ equipment for manufacturing.
• - Writing SOP and training manufacturing team according to SOP and follow-up on potential issues even post release.
• - Monitor process after release to verify DFA and DFM analysis as part of Kaizen activities.
• - Designing & manufacturing jigs and packaging designs for new products and equipment using SolidWorks, manufacturing machines and FDM printers.

Customer Service Representative I

Technical Sales Engineer

Project Manager – Spectrometer Development

New Product Introduction Engineer