Service Engineer

NewSpec Pty Ltd was established in December 2004 as an Australian owned company and the exclusive Australasian distributor for the Newport Corporation. We specialise in the marketing, sales, importation, installation and service of scientific research equipment, primarily in the fields of lasers, optics, electron microscopes and surface metrology.

With our head office in Adelaide, and offices in Melbourne, Sydney and Brisbane, NewSpec continues to grow, offering an expanding range of Laser Systems, Electron Microscopes, AFM’s, Surface Profilers, and related optical equipment to the scientific research, aerospace & defence, microelectronics and life science markets throughout Australia and New Zealand.

NewSpec is the exclusive Australasian Distributor for Hitachi High-Technologies, MKS, Newport Corporation, Spectra-Physics Lasers, NKT Photonics, Litron Lasers, Sirah, Edgewave, New Focus, Oriel Instruments, ILX Lightwave, Richardson Gratings, Teledyne CETAC, Refeyn, Princeton Instruments, Avantes, Zygo Surface Metrology Business, PlanarTECH, Technospex, Ophir, Kentek, Univet, Lucid, NoIR, Delta and Ushio.

In 2018 NewSpec launched its Inspire STEM Education Service, an Outreach Program created as a joint venture between NewSpec (Australia) and Hitachi High Technologies (Japan) to inspire new generations of future scientists.  Schools around Australia book a visit from our Mobile Learning Lab which includes the installation of Hitachi’s TM4000 Desktop Scanning Electron Microscope (SEM), use of optical microscopes, a class set of magnifying glasses, access to our sample library, supporting learning resources and materials, teacher training and Inspire staff support as required.

The Service Engineer at NewSpec is responsible for installing, calibrating, maintaining, troubleshooting and repairing all equipment assigned to them.  Maintaining knowledge of and remaining certified to work on our Suppliers products is essential.  Regular travel is required throughout Australia and New Zealand to complete service work on instruments and overseas travel will be required from time to time to attend training on Supplier products.

Some specific responsibilities include (but are not limited to):

Training

• Maintaining professional and technical knowledge of our Suppliers products by attending service training, on the job training, or internal training sessions regularly as requested by our Suppliers and/or the Service Manager.
• Completing and passing any tests or exams required by our Suppliers to ensure certification to work on their products.

Service

• Reviewing and actioning service bulletins for your product line in a timely fashion.
• Handling customer service enquiries by phone, email and in person.
• Completing pre-install documents as required by policy/procedures.
• Visiting customers at their facilities in order to diagnose, troubleshoot, repair or install products.
• Preparing quotations for service jobs, contracts or parts as required.
• Performing in-house repairs as required.
• Providing backup to Service Engineer colleagues as required.
• With customer’s permission, submitting appropriate photos and background information on the install/lab on the installations section of the NewSpec website/eNews.
• Spending additional time with customers at the end of a service visit to discuss future projects/timelines.
• Performing remote diagnosis and providing remote support when unable to travel to the customer for whatever reason.

CRM and Maintenance Management Database

• Regularly reviewing all Service Tickets assigned to them in NewSpec’s Maintenance Management System to ensure they are all up to date.
• Ensuring the Service Manager/Service Coordinator are aware if service cases are proving difficult or taking longer than expected.
• Ensuring each service ticket assigned to them is updated and maintained correctly and promptly according to NewSpec procedures.
• Ensuring accurate records are maintained of all service parts used according to NewSpec procedures.
• Adding and checking customer contacts in NewSpec’s CRM.
• Adding and updating customer asset records so that accurate warranty and contract information is reported to management.

Quality Control and Administration

• Completing and sending a service report in a timely manner after every service visit.
• Assisting the Service Manager and Service Coordinator with ensuring documentation such as service report templates and pre-install documents are up to date and error free to ensure all documentation used in a service and issued to customers are correct and consistent.
• Assisting the Service Manager and Service Coordinator prepare documents for training of customers during installation.
• Ensuring service equipment is within the appropriate calibration period when used and maintaining equipment to meet calibration standards.
• Maintaining all service equipment to appropriate standards and therefore ensuring it is safe to use.  Request repairs/replacement as required.
• Generate and then review monthly supplier service reports with manager when required, prior to sending reports to suppliers.

Safety

• Maintaining an up to date and thorough knowledge of NewSpec policies regarding work health and safety, including but not limited to Laser Safety Policy; Risk Management Plan Policy; and Hazard Identification, Risk Assessment and Control.
• Ensuring a site induction is undertaken at the customer’s site before commencing any work.
• Ensuring up to date knowledge at all times of laser safety procedures and laser hazard awareness, including attending regular formal training.

Inspire STEM Education Program

• Installing the desktop SEM at schools around Victoria as per the Inspire STEM Education program schedule.
• Assisting with teacher training as required.
• Trouble shooting if issues arise with the desktop SEM while it is located at a school.
• Prospecting for schools to participate in the Inspire STEM Education Program in locations that make sense for time management for moving the desktop SEM.

Qualifications

Bachelor’s Degree in Physics, Chemistry, Electronics or Electrical Engineering is the minimum, with a Masters or PhD an advantage.

Knowledge/Experience/Skills

Essential

• Experience with lasers, optics and photonics
• Experience with any of the following equipment types: Ultrafast lasers, Nd:Yag lasers, CW lasers, ultrafast amplifiers, OPO and OPAs, and general free space optics, with an emphasis on Spectra-Physics and Newport products.
• Experience with autocorrelators, spectrometers, beam profilers, and optical power meters.
• Experience in fault finding electronic circuitry
• Competent with the use of multimeters and oscilloscopes
• A current Australian drivers licence

Would be an advantage

• An understanding of confocal and multiphoton microscopy
• An understanding of basic spectroscopy techniques
• An understanding of basic electron microscopy

• Proficient in both oral and written English language, including technical terminology required in the industry
• Ability to work autonomously with minimal supervision
• Ability to focus on a job and pay careful attention to detail
• Ability to clearly demonstrate the NewSpec Values of: Customer Relationships; Advancing Science & Community; Wellbeing; Teamwork; Integrity/Honesty; and Respect.

• Reasonable additional hours may be required to complete service jobs
• Preference for this position to be based in a home office in Melbourne, Victoria but may consider Brisbane, Queensland or Sydney, NSW.
• Regular travel required around Australia and New Zealand
• International travel for training purposes would also be required

For further information please email ****@newspec.com.au

Please apply through SEEK.