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Product Support Manager

Company: Thorlabs
Location: Sterling
Posted on: September 19, 2023

Job Description:

Company Profile:
advancement! As a vertically integrated manufacturer of photonics components, instruments, and systems, our vast product portfolio includes over 20,000 items, ranging from optics and optomechanical positioning components to imaging systems, many of which are customer inspired.
Photonics is the foremost technology driving innovation in science and engineering. As the number of technological innovations has grown, Thorlabs has extended its core competencies in an effort to play an ever increasing role serving the Photonics Industry at the research end, as well as the industrial, life science, medical, and defense segments.
Headquartered in Newton, NJ, Thorlabs has grown to over Approximately 2,300 employees with manufacturing and sales offices in the United States, United Kingdom, Germany, France, Sweden, Japan, China, and Brazil. As light-based technologies push into new markets, Thorlabs plans to enter early with the products and services required to ensure the ultimate success of our customers.

Job Description:
The Product Support Manager will be responsible to oversee system level testing and verification, provide support for the production and service groups, and help drive quality improvement for complete microscope systems, throughout the Thorlabs Imaging Systems division. Although the location of the position is in Dulles Virginia, it may be required to undertake duties at other Thorlabs locations or customer sites occasionally.

Essential Job Functions include the following, but are not limited to:

Responsible for managing a team of system-level technicians.
Providing oversight throughout testing, calibration, and final approval for all Thorlabs multiphoton, confocal, and fluorescence microscopy systems.
Assisting production and engineering managers in establishing, implementing, and maintaining testing and acceptance criteria for system level assemblies.
Training and collaboration with other production and engineering personnel to continue improving upon existing product knowledge and quality awareness.
Interface with the Imaging Systems service group to provide system-level product support for various issues encountered in the field.
Work with Engineering to provide design and testing input during the verification phase of new product development.
Assist in development of new processes and improvement of existing processes to help streamline the production process. .
Analyze failures, and help develop corrective and preventive action in response to customer complaints or other reported field failures.
Manage system documentation process, including device history records, discrepancies, and imaging test data for confocal and multiphoton microscope product lines.
Assist in the process of collecting time capture data throughout the system-level testing process and analyze to provide feedback regarding future improvements.

The Company retains the right to change or assign other duties to this position.



Minimum 5 years of experience in a similar position preferred.
Experience building, aligning and servicing microscopes.
Experience with laser scanning microscopes (Confocal, multiphoton), a plus
Experience in field service or application support, a plus


A Bachelor s, Masters or PhD Degree in Physics, Engineering, or equivalent

Specialized Knowledge and Skills:

Knowledge on the theory and design of imaging systems
Basic computer knowledge such as, but not limited to, Microsoft products and Axapta.
Experience working in a fast-paced production environment.
Experience with process improvement and new process implementation.
Strong ability to work well in a group atmosphere, and comply with high quality standards.
High level of safety consciousness and situational awareness, preferable experience working with high power lasers.
Experience using standard measurement equipment
Strong attention to detail.

Thorlabs values its diverse environment and is proud to be an Equal Employment Opportunity/Affirmative Action employer. All qualified individuals will receive consideration for employment without regard to race, color, religion, gender, gender identify or expression, sexual orientation, national origin, genetics, disability, age or veteran status. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

Keywords: Thorlabs, Sterling , Product Support Manager, Executive , Sterling, Virginia

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