Technical Customer Support Specialist at Sumitomo shi Cryogenics Of America Inc – Allentown, Pennsylvania

Summary

The Technical Customer Support Specialist – Cryogenic Products is a technical expert who sits at the intersection of Engineering, Sales, Product, and Customer Support. Their core mission is to make sure customers can successfully apply, integrate, and operate the company’s products in real-world environments. This role provides expert front‑line support to customers and internal teams regarding mechanical functionality, safe operation and troubleshooting of SHI cryogenics products. This role answers inbound calls and inquiries and coordinates needed corrective actions with sales, engineering and production. It supports the sales, production, service and engineering departments by delivering clear and accurate customer needs to ensure a best‑in‑class customer experience.

Key Responsibilities

· Serve as the primary technical point of contact for customers, providing prompt, accurate support on product functionality, performance, and troubleshooting.

· Respond to customer inquiries regarding the operation, installation, and maintenance of SHI cryogenic products, including coldheads, helium-based compressors and/or cryopumps and associated equipment.

· Diagnose mechanical, electrical, and software-related issues using structured problem-solving methods, escalating complex cases when required.Guide customers through structured troubleshooting steps (e.g., log capture, firmware checks, parameter resets, driver updates) over phone/video/screenshare.

· Document customer interactions and technical findings in the CRM system. Provide feedback to all internal stakeholders on data trends encountered in this role.

· Collaborate closely with engineering, quality, service and product development teams to escalate and resolve customer issues.

· Support to create and maintain technical materials such as troubleshooting guides, FAQs, product manuals, and training documentation.

· Ensure compliance with company processes, warranty guidelines, and safety standards during all support activities

· Collaborate as needed with global service teams

· Stay up to date with changes in SHI cryogenic product lines, safety standards, and industry’s best practices.

Qualifications

Associate’s or Bachelor’s degree in Mechanical and /or Electrical Engineering, Cryogenic Engineering, Engineering Technology, plus 5 years of relevant work experience.

Must be able to demonstrate or possess:

· Strong electro-mechanical aptitude with the ability to understand and explain fluid dynamics, vacuum integrity, heat transfer behavior, and pressure regulation in cryogenic systems.

· Experience in technical support, cryogenic equipment service, industrial gas applications, or technical sales preferred.

· Able to read and follow schematics and drawings.

· Must be experienced in troubleshooting and use of test equipment.

· Excellent organizational and time management skills with attention to detail and accuracy.

· Clear and effective communication skills (verbal and written).

· Strong teamwork and interpersonal skills with the ability to work independently and effectively without formal authority.

· Familiarity with cryogenic safety protocols and OSHA recommended practices.

· Experience using CRM systems and Microsoft office software.

· Ability to travel up to 10%.

Ideal Candidate Profile

· Strong mechanical troubleshooting ability, especially with pressure‑based, vacuum‑insulated, and low‑temperature systems.

· Enjoys interacting with customers and guiding them through technical issues.

· Able to remain calm when addressing urgent calls involving equipment functionality or safety concerns.

· Comfortable working with cross‑functional teams.

· Enthusiastic about cryogenic technologies.

Physical Demands

· Must be able to lift and carry up to 50 lbs. on occasion

· This role is a hybrid role that includes sitting at a desk for periods of time as well as having manual dexterity and the ability to manipulate small to medium size objects as required.

Work Environment

While performing the duties of this job, the employee may be exposed to a variety of different gases, potentially extreme cold or hot temperatures. The noise level in the work environment and customer locations may be loud.