Sales Support Engineer (USA)
After several years of strong growth, we are once again looking to strengthen our support for our customer base in North America. As a world leader in optical fiber measurement solutions, we are pleased to announce the continued expansion of our US-based team. As part of a strategic commitment to providing exceptional local service to the American market, we are recruiting a new technical resource dedicated to sales and application support.
Job Purpose
In your role as Sales Support Engineer, you will act as the primary technical link between the sales team and customers across North America. You will be responsible for providing expert technical consultation, conducting product demonstrations, and ensuring that Arden’s high-precision measurement systems meet the specific application needs of industrial and academic clients.
Key Responsibilities
Instrumentation Support: Calibrating, servicing and performing instrument repairs.
Technical Consultation: Provide technical support via phone, email, and virtual meetings to address complex customer inquiries regarding fiber optic measurement and characterization.
Product Demonstrations: Prepare and deliver technical presentations and live demonstrations of Arden products to prospective clients.
Sales Strategy & Proposals: Collaborate with the sales force to develop technical proposals, prepare pricing quotations, and assist in responding to RFPs/RFQs.
Application Development: Gain deep insights into customer applications to solve technical challenges and guide them toward the best product solutions for their research or manufacturing environments.
Trade Show Support: Represent Arden Photonics at major North American industry events and conferences.
Post-Sales Support: Provide troubleshooting assistance, coordinate with the UK-based engineering team for product integration, and handle initial service requests to ensure customer satisfaction.
CRM Management: Maintain accurate records of customer interactions, lead qualifications, and opportunities using CRM tools.
In your role as Sales Support Engineer, you will act as the technical expert for the sales team, bridging the gap between complex products and customer needs by answering customer’s technical questions, delivering demos, measuring samples and ensuring product fit, working with clients and internal engineering teams to drive sales and build trust.
Core Skills & Qualifications
Education: Bachelor's degree in engineering, optical science, physics, computer science, or a related technical field.
Experience: 1-3 years in a technical field or experience with technical products. Laboratory courses will be considered as experience.
Technical Knowledge:
- Confidence and composure required to install, service and calibrate our equipment on a customer's site.
- Understanding of optics and optical measurements, particularly Fiber Optics
- Ability to handle & clean delicate precision optics and fiber optics
- Fluent with Windows and experienced in operating instrumentation through software. Programming Experience is a plus.
Communication: Strong communication, presentation, negotiation, and interpersonal skills.
Problem-Solving: Ability to analyze issues and develop effective technical solutions.
Travel: Ability to travel 25% of your time both domestically and internationally
Physical: Must be able to lift instrumentation up to 50 lbs.
Work Authorization: Must be US Citizen or Permanent Resident