Technical Services Engineer

ITW; Hatfield (MN); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health and dental insurance

Company Paid Life Insurance

Short and Long Term Disability

401K plan with generous company match

Vacation, personal days and holidays

Continuing education reimbursement

Flexible spending accounts

Job summary

Brooks Instrument, a division of ITW, seeks a Technical Services Engineer at our Hatfield, PA headquarters. You will provide advanced technical support for Brooks products, interfacing with failure analysis, engineering, and manufacturing to ensure timely issue resolution via phone, email, and remote tools.

The role includes on-site work with occasional travel for escalations or training, development of service documentation, and support for service software tools and test equipment.

Qualifications

• Associate or bachelor’s degree in engineering technology or related field, or equivalent experience.
• Approximately 5 years of experience supporting complex technical products involving electronics and/or mechanics.
• Experience providing customer-facing technical support, including troubleshooting, issue ownership, and communication via phone and email.
• Ability to diagnose, test, and troubleshoot products using electrical schematics, mechanical drawings, and test equipment.
• Strong written and verbal communication skills, proficiency with Windows-based systems, and willingness to travel occasionally for escalations or training.

Responsibilities

• Serve as a primary technical contact for customers, providing after-sales support via phone, email, and remote diagnostic tools, and owning issues from initial contact through resolution.
• Communicate clearly and professionally with customers regarding troubleshooting, findings, corrective actions, and resolution timelines, including complex technical topics.
• Collaborate closely with Failure Analysis by performing diagnostics, functional testing, data review, and supporting root cause investigations and failure reporting.
• Work closely with New Product Development and Engineering teams to support early builds and validation efforts, review designs for serviceability and supportability, and help define service strategies, tooling, and documentation prior to product release.
• Support the development, validation, and continuous improvement of service software tools, diagnostic utilities, and test equipment used to support Brooks products.
• Provide technical guidance to manufacturing, service teams, and global service centers to improve product reliability, service efficiency, and customer satisfaction.
• Develop and maintain technical documentation, service manuals, and training materials, and support Brooks training programs, primarily in-house and remotely.
• Provide limited, on-site support for customer escalations, training, or specialized technical needs. Travel is expected to be occasional and not routine.
• Support continuous improvement initiatives, maintain strong product knowledge, follow safety policies, and work effectively in a team-based environment.

Skills

Customer support

Diagnostics

Troubleshooting

Electrical schematics

Mechanical drawings

Communication skills

Travel readiness

Education

Associate or Bachelor’s degree in engineering technology

Equivalent experience

Tools

Electrical test equipment

Windows-based systems

Job description

Job Description:

Brooks Instrument (www.brooksinstrument.com), an industry leader in flow and pressure instrumentation for critical applications, is seeking candidates for aProduction Supervisor (3rd shift) position that will be based at the company headquarters in Hatfield, Pennsylvania (suburban Philadelphia). The company has manufacturing locations in Pennsylvania, Hungary, Malaysia, and Korea, and also maintains sales and service offices throughout the world. Our high-tech products are used in laboratory and process applications in end markets such as: oil & gas, petrochemical, medical devices, waste water, life sciences, and analytical instruments.

Brooks is a division of ITW (Illinois Tool Works), a fortune 200 company. ITW is one of the world’s leading diversified manufacturers of specialized industrial equipment, consumables, and related service businesses. The company has operations in 56 countries and employs over 50,000 employees. These talented employees, many of whom have specialized engineering or scientific expertise, contribute to ITW’s global leadership in innovation. The company is proud of its broad portfolio of nearly 10,000 active patents, and is focused on fully leveraging its highly differentiated business model to deliver solid growth with consistent best-in-class margins and return on capital.

Basic Function

Provide advanced technical support for Brooks Instrument products with a primary focus on in-house technical services and direct customer support via phone, email, and remote tools. This role serves as a key technical interface between customers and internal teams, ensuring timely issue resolution, clear communication, and high customer satisfaction.

The Technical Services Engineer works closely with Failure Analysis, Engineering, Manufacturing, Quality, and New Product Development teams to support existing products, investigate customer issues, and ensure new products are serviceable, supportable, and ready for release.

This position is primarily factory- and office-based but includes limited, business-driven travel to customer sites for escalations, training, or specialized support needs.

Essential Duties and Responsibilities

• Serve as a primary technical point of contact for customers, providing after-sales support via phone, email, and remote diagnostic tools, and owning issues from initial contact through resolution.
• Communicate clearly and professionally with customers regarding troubleshooting, findings, corrective actions, and resolution timelines, including complex technical topics.
• Collaborate closely with Failure Analysis by performing diagnostics, functional testing, data review, and supporting root cause investigations and failure reporting.
• Work closely with New Product Development and Engineering teams to support early builds and validation efforts, review designs for serviceability and supportability, and help define service strategies, tooling, and documentation prior to product release.
• Support the development, validation, and continuous improvement of service software tools, diagnostic utilities, and test equipment used to support Brooks products.
• Provide technical guidance to manufacturing, service teams, and global service centers to improve product reliability, service efficiency, and customer satisfaction.
• Develop and maintain technical documentation, service manuals, and training materials, and support Brooks training programs, primarily in-house and remotely.
• Provide limited, on-site support for customer escalations, training, or specialized technical needs. Travel is expected to be occasional and not routine.
• Support continuous improvement initiatives, maintain strong product knowledge, follow safety policies, and work effectively in a team-based environment.

Education and Experience

Required Qualifications

• Associate or bachelor’s degree in engineering technology or a related field, or equivalent experience.
• Approximately 5 years of experience supporting complex technical products involving electronics and/or mechanics.
• Experience providing customer-facing technical support, including troubleshooting, issue ownership, and communication via phone and email.
• Ability to diagnose, test, and troubleshoot products using electrical schematics, mechanical drawings, and test equipment.
• Strong written and verbal communication skills, proficiency with Windows-based systems, and willingness to travel occasionally for escalations or training.
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Preferred Qualifications:

• Experience with automation, controls, or system integration, including PLC-based systems.
• Familiarity with industrial communication protocols such as Serial (RS-232/RS-485), Ethernet/IP, PROFINET, and EtherCAT.
• Experience supporting digitally enabled or networked instrumentation.
• Background in industrial or semiconductor process equipment or prior experience with Brooks Instrument or similar products.

Benefits

Our employees enjoy competitive, merit-based salary plus excellent benefits including:

• Health and dental insurance
• Company Paid Life Insurance
• Short and Long Term Disability
• 401K plan with generous company match
• Vacation, personal days and holidays
• Continuing education reimbursement program
• Flexible spending accounts

The opportunity to join a well established (80 years in business) yet dynamically changing organization that works together as a team to meet the challenges of satisfying customers’ needs and managing rapid growth to better compete in a global marketplace.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.