Industrial Physics - Service Engineer

Industrial Physics

Work Location: Remote U.S.-based; proximity to major airport required

Travel Requirement: Up to 80% domestic travel; occasional international travel

Position Summary

• Responsible for the installation, maintenance, troubleshooting, and support of Industrial Physics (Torus) equipment across customer sites. This role ensures high levels of customer satisfaction through technical expertise, responsive service delivery, and effective communication.

Key Responsibilities

• Service & Technical Support

- Perform installation, calibration, maintenance, and repair of Torus equipment at customer locations

- Diagnose and resolve mechanical, electrical, and system-level issues

- Provide preventative maintenance and breakdown support across product lines

- Support third-party equipment as required

• Customer Support & Experience

- Deliver professional, timely, and customer-focused technical support (on-site and remote)

- Provide technical helpdesk support and troubleshooting guidance

- Conduct customer and agent training on equipment operation and maintenance

- Maintain direct communication with customers to ensure service expectations are met

• Installation & System Upgrades

- Install new equipment and execute system upgrades

- Perform quality and performance testing prior to shipment or commissioning

• Documentation & Reporting

- Complete service reports, calibration documentation, and customer records accurately and timely

- Maintain documentation in accordance with company Quality Management System (QMS) requirements

• Commercial & Operational Support

- Identify opportunities to promote products and services while on-site

- Support continuous improvement of service delivery and customer experience

- Collaborate closely with the North America Customer Support Lead and broader service team

• Compliance & Additional Duties

- Follow all company policies, procedures, and QMS standards

- Perform other duties as assigned within scope of skills and experience

• Other duties as assigned

• Required

- Experience in a field service, maintenance, or technical support role

- Strong mechanical and electrical troubleshooting skills

- Experience working in a customer-facing environment

- Ability to work independently in a remote, travel-intensive role

- Proficiency with Windows operating systems, software drivers, and basic IT configurations

- Strong written and verbal communication skills

- Valid driver’s license

- Ability to lift up to 50 lbs unassisted

• Preferred

- Experience in manufacturing, testing, or inspection equipment environments

- Knowledge of pneumatic systems

- Experience supporting automated or high-speed production systems

• Education

- Bachelor’s degree in Mechanical Engineering, Electrical Engineering, or related field

OR equivalent combination of education and relevant work experience

• Working Conditions

- Extensive travel (up to 80%) including overnight and occasional weekend work

- Exposure to manufacturing and industrial environments

- International travel may be required