Metrology Systems Technical Support Specialist

Location: (Multiple states)

Department: Starrett Metrology Systems Division

• Triage, prioritize, and resolve customer and Sales support cases involving metrology-system hardware, software, calibration, connectivity, configuration, and operator use.
• Provide responsive support by phone, email, remote-access tools, web meetings, and occasional on-site visits.
• Own technical cases through resolution or structured Level 1, Level 2, and Level 3 escalation, with complete case documentation.
• Perform advanced remote troubleshooting, reproduce issues, analyze configurations, and provide corrective and applications guidance.
• Collaborate with Field Service, Applications, Engineering, distribution partners, customers, Sales, and the support team on complex issues.
• Conduct customer application studies and product training; create manuals, bulletins, calibration procedures, diagnostic guides, and knowledge articles.
• Identify recurring technical issues, contribute to root-cause analysis and lasting corrective actions, and follow safety, security, and records-management requirements.

• Strong troubleshooting skills across hardware, software, networking, peripherals, and system configuration.
• Proficiency with Microsoft 365, remote-support tools, and CRM or case-management systems.
• Ability to analyze technical problems, prioritize multiple cases, and follow issues through to resolution.
• Clear written and verbal communication and a customer-focused approach to explaining technical solutions.
• Ability to work independently in a remote environment while collaborating effectively across functions.
• Strong organization, documentation, judgment, follow-through, and case ownership.

• Hands-on experience in dimensional metrology, machine vision, optical measurement, calibration, or measurement-program development.
• Experience supporting vision systems, optical comparators, precision measurement equipment, measurement software, or industrial automation.
• Working knowledge of GD&T, measurement uncertainty, calibration practices, or quality-system requirements.
• Experience working with customers in manufacturing, quality, aerospace, medical device, automotive, or related precision-engineering environments.
• Experience developing technical documentation or training content and working in tiered support organizations.

• Associate degree or technical certification in metrology, engineering technology, electronics, computer science, manufacturing, or a related field; equivalent relevant experience considered.
• Relevant technical support, troubleshooting, applications, service, or precision-measurement experience sufficient to independently diagnose issues and manage cases.
• Ability to travel as required
• Residence in an approved U.S. remote-work location in the Eastern Time Zone; ability to work 8:00 a.m.–5:00 p.m. ET, Monday–Friday, with occasional after-hours/weekend support.
• Ability to perform prolonged computer/telephone work, communicate via phone/video/email/in person, visit industrial sites, and handle small metrology components as needed.
• Ability to maintain case records and comply with Company safety, information-security, confidentiality, and records-management requirements.

• Comprehensive medical, dental, and vision insurance
• Short-term and long-term disability coverage
• Company-provided life insurance
• Paid time off and paid holidays
• 401(k) retirement savings plan with employer matching contributions
• Professional development and career growth opportunities