Technical Services Engineer: Customer Support & Diagnostics

Brooks Instrument, LLC; Hatfield Township (PA); On-site; USD 65,000 - 90,000; 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, LLC is seeking a Production Supervisor on the 3rd shift at its Hatfield, PA headquarters. This role emphasizes advanced technical support internally and to customers, coordinating with Failure Analysis, Engineering, and Manufacturing teams to ensure serviceability and readiness of new products.

The position requires a degree in engineering technology or related field, about 5 years of tech support experience, strong communication, and the ability to travel occasionally for

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.

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.

Skills

Customer support

Diagnostics

Communication

Windows systems

Education

Engineering technology degree or related field

Tools

Electrical schematics

Mechanical drawings

Job description

Brooks Instrument, LLC is seeking a Production Supervisor on the 3rd shift at its Hatfield, PA headquarters. This role emphasizes advanced technical support internally and to customers, coordinating with Failure Analysis, Engineering, and Manufacturing teams to ensure serviceability and readiness of new products.

The position requires a degree in engineering technology or related field, about 5 years of tech support experience, strong communication, and the ability to travel occasionally for