Technical Support Specialist

Title                                       Technical Support Specialist

Department                       Service

Location                               Niwot/Hybrid

Reports To                          Technical Support Manager

About Us

Established in 1972, Particle Measuring Systems is a global leader for micro-contamination monitoring equipment improving the performance of clean manufactures in the semiconductor and pharmaceutical industries.  We’re a growing technology company in Niwot, Colorado, the heart of the Rocky Mountains.  We offer an exceptional and rewarding work environment in a great place to live.  Our employees enjoy challenging projects in the development and manufacture of light scattering particle counters and diverse technologies and applications.

Your Impact

We are looking for a Technical Support Specialist who will contribute to the success of the Service Team, applying their expertise in electronics hardware to support the achievement of team and company goals and deliver innovative, reliable solutions.  In this role, the successful candidate will collaborate effectively with colleagues and cross-functional teams, demonstrate strong problem-solving and decision-making skills, and maintain a commitment to professional excellence, quality and continuous improvement.

The Role

To support our continued commitment to excellence and customer satisfaction, we are seeking a Technical Support Specialist – Hardware to join our Service Department. This role is part of a global service team that provides technical support to customers, subsidiaries, and distributors worldwide, focusing on environmental monitoring hardware. Please note: This is not an IT position.

Job Responsibilities

• Serve as the first point of contact for incoming customer support inquiries, gathering detailed information through effective questioning.

• Provide technical guidance on hardware setup, operation, troubleshooting, and maintenance.

• Support international subsidiaries and distributors with hardware configurations, part replacements, and upgrade solutions.

• Collaborate with engineering and applications teams to identify and deliver effective solutions.

• Review, process, and approve warranty claims within a global service environment.

• Prepare technical reports for calibration out-of-tolerance situations.

• Escalate complex issues to appropriate product and service teams as needed.

• Ensure timely follow-up and resolution of all customer requests.

• Contribute to knowledge management by creating and maintaining documentation such as service bulletins, FAQs, and procedures.

• Review and approve engineering changes related to product service.

• Support sales teams with product configuration and application expertise.

• Adhere to all Environmental, Health, and Safety (EHS) policies and procedures.

• Build and maintain strong relationships with customers and internal stakeholders.

• Continuously evaluate processes for improvements in efficiency, quality, and safety

• This job description is not intended to be all-inclusive.  Responsibilities may evolve over time, and other related duties may be assigned to meet the ongoing needs of the company

Required Qualifications

• Associate degree in Electronics, or equivalent military experience required; bachelor’s degree preferred.

• Technical background in electronic instruments, metrology, or laser-based systems.

• Minimum of 3 years of relevant experience with measuring equipment or electronic instrumentation.

• Willingness to travel domestically and internationally (less than 15%).

Preferred Qualifications

• Experience in auditing or quality assurance.

• Strong customer service orientation and problem-solving skills.

• Hands-on hardware troubleshooting experience.

• Collaborative work style with the ability to work across global teams.

• Familiarity with lean manufacturing principles.

• Excellent verbal and written communication skills.

• Proficiency with Microsoft Office and general PC applications.

• Strong time management and organizational skills.

• Demonstrated critical thinking abilities.

Work Environment & Physical Requirements

• This role primarily operates in an office/lab/manufacturing environment.  Must be able to sit, stand, and use a computer for extended periods of time

• Occasional lifting of up to 20 lbs. may be required

• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this role

Compensation & Benefits

• Competitive base salary range: $29.00 - $43.00 per hour, depending on experience

  • Our compensation philosophy: we offer competitive pay based on market data, including local, national, and industry benchmarks.  For new hires, offers are generally within the established min- to mid-point of the range for the role, with flexibility to recognize experience, skills, and education.  Our approach ensures fair pay internally while remaining competitive externally and allows room for growth.

• Comprehensive benefits package:

  • Health coverage: medical, dental, vision, fsa, onsite clinic (CO employees), life insurance

  • 401(k) retirement plan with company match

  • Vacation, holiday, and leave policies

  • Tuition reimbursement, Employee recognition programs, Employee assistance programs

Particle Measuring Systems is proud to be an Equal Opportunity Employer and are committed to building an inclusive and supportive workplace where everyone can thrive

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