RHK Technology, Inc.

Job Title:        Customer Support (CS)

Location:         RHK, Troy, MI

Reports to:      President

Job Type:       Full-time, direct, exempt

 
RHK Technology, Inc provides integrated UHV AFM/STM surface science systems customized for advanced research in universities and government labs around the world. With a 20 year history of market-leading technology and solid engineering, RHK continues to expand its user community and product/solution portfolio. We have an immediate opening for technical Customer Support scientist, based in our Troy, Michigan headquarters. To learn about RHK, please visit www.rhk-tech.com.


Position Summary

1. CS acts as a trusted technical support resource for RHK and its customers via email and phone support, and in person.
2. CS provides verbal and written application, product support, training, and occasional onsite demonstrations to customers, especially on control electronics and software.
3. CS contributes to ideas for continuous product improvement and new products based on personal experience, customer input, and research trends.
4. CS prepares documentation and white papers, and delivers technical presentations.
5. CS assists with information required to complete system configurations and quotations. 
6. CS actions enhance RHK’s image, increase customer loyalty, and grow sales revenue. 

 Essential Duties and Responsibilities

1. Work with customers to diagnose and resolve software, hardware, or application problems. Help customers better understand the capabilities of their own systems. 
2. Help customers interface RHK controllers to their microscopes.
3. Resolve software bugs. Duplicate reported bugs at RHK, report them to the software team; test patches; and send to customers according to upgrade policy.
4. Test new versions of software before release to customers.
5. Track of requests for new software features and enhancements.
6. Improve existing manuals and write new manuals for RHK microscopes and controllers.
7. Develop and write application notes and configuration, upgrade, and usage advice.
8. Gather information about user preferences, current and upcoming needs and applications, trends, competitors’ offerings, and users of competitors’ equipment to help identify vulnerabilities, guide product development, and target new customers.
9. Work with sales team to answer pre-sales technical questions.
10. Assist with coverage and engage customers at trade shows, conferences, and exhibits.
11. Assist sales/marketing team in preparation of sales/marketing materials.
12. Create and deliver technical presentations about UHV SPM and RHK.
13. Other duties as assigned.

Qualifications, Skills, and Experience

1. 2-4 years extensive hands-on use and operation of all aspects of SPM (scanning probe microscopes), and related hardware and software.  UHV SPM and RHK brands and models preferred. 
2. Knowledge of and experience with other surface science analytical instruments.
3. Knowledge of and experience with vacuum science, UHV environment, and surface modification processes such as MBE. 
4. Experience in research environment such as university, national laboratory, or equivalent.
5. Able to effectively demonstrate and support complex hardware and software.
6. Ability to successfully manage multiple concurrent projects, and to think independently.
7. Business and financial acumen to evaluate potential customer strategies.
8. Highly effective communication skills essential. 
9. Essential to be fluent in spoken and written English; other languages desirable. 
10. Computer skills: MS Office – Word, Excel, PowerPoint, Outlook, ACT!
11. Citizenship:  USA or status current and sufficient for ongoing work in USA.
12. Physical requirements: able to operate standard office equipment, including fax, computer, phone, copier, scanner, etc.  Able to lift 30 pounds. 

Travel
Most customer support takes place through email and telephone.  Some travel to customer’s location or trade shows may be required.

Education
Ph.D. in physics, material or surface science, chemistry, electrical engineering, or related field.

Compensation:
Salary

Benefits

• Vacation – Three weeks during first year (two weeks during Christmas – New Year holiday)
• Health Insurance
• 401K – 100% match on first three percent of salary

Job Location:
Troy, Michigan, USA

Please direct correspondence to:
RHK Technology, Inc.
Attention: Human Resources
1050 E. Maple Road
Troy, MI 48083 USA
Email: hr@rhk-tech.com
Fax: 1-248-577-5433