Technical Support Engineer

MKS Instruments; Wilmington (MA); On-site; USD 88,000 - 105,000; Full time

Benefits offered by this job

Discretionary bonus

Health insurance

401(k) with match

Paid holidays

Paid vacation

Parental leave

Tuition reimbursement

Job summary

MKS Instruments is seeking a Technical Support Engineer in Massachusetts to provide expert-level troubleshooting and technical guidance. You will partner with Service Technicians, Field Service Engineers, Sales teams, and customers while collaborating with Engineering, Quality, and Manufacturing to investigate product performance issues.

You will deliver comprehensive training, develop service documentation, and contribute to continuous improvement initiatives. Up to 10% travel is anticipated.

Qualifications

• AS degree required; BS preferred.
• 2+ years hands-on field service or technical support experience.
• Strong problem-solving and communication skills.
• Ability to collaborate with cross-functional teams and manage multiple tasks.

Responsibilities

• Provide expert-level technical support and troubleshooting guidance to customers, field engineers, and service technicians.
• Collaborate with Engineering, Quality, and Manufacturing to identify corrective actions and drive continuous improvement.
• Facilitate smooth transition of new products from design to service and communicate critical requirements to the service organization.
• Develop and maintain technical documentation, service bulletins, and training materials for global teams.
• Deliver engaging training sessions to field engineers, customers, and technicians on new and existing products.
• Travel up to 10% as required.

Skills

Troubleshooting

Communication

Cross-functional collaboration

Problem solving

MS Office

Education

Associate's degree in technical engineering

Bachelor's degree preferred

Job description

A Day in Your Life at MKS:

As a Technical Support Engineer at MKS, you will partner with Service Technicians, Field Service Engineers, Sales teams, and customers to provide expert-level troubleshooting guidance and technical support. Additionally, you will collaborate with Engineering, Quality, and Manufacturing teams in order to investigate and mitigate product performance concerns, spurring continuous design and process improvement. In this role, you will report to the Technical Support Manager.

You Will Make an Impact By:

• Provide expert-level technical support to our valued customers, Field Service Engineers, Sales teams, and Service Technicians. This includes answering complex technical questions, performing in-depth troubleshooting, and resolving critical issues via phone, email, or in person.
• Collaborate closely with Engineering, Quality, and Manufacturing teams to identify, analyze, and implement effective corrective actions for new product failure modes, ensuring continuous improvement.
• Drive the seamless transition of new products from design to service, representing the Service organization in product development projects, communicating critical requirements, and proposing innovative solutions.
• Develop and maintain comprehensive technical documentation, including technical memos, service bulletins, and high-quality training materials to empower our global teams.
• Deliver engaging and effective training sessions on new and existing products to Field Service Engineers, customers, and Service Technicians, fostering their technical proficiency.
• Travel Requirements: Up to 10% travel.

Skills You Bring:

• An Associate's (AS) degree in a technical engineering field or equivalent practical experience is required; a Bachelor's (BS) degree is preferred.
• A minimum of 2+ years of hands-on field service or technical support experience in a relevant industry.
• A highly motivated, self-driven individual with a positive and proactive approach to complex problem-solving.
• Strong business acumen, analytical capabilities, and outstanding interpersonal and communication skills, enabling effective interaction with diverse stakeholders.
• Proven ability to communicate effectively and collaborate seamlessly with cross-functional teams.
• Aptitude to manage multiple tasks and priorities efficiently with minimal supervision.
• Good computer skills with a working knowledge of the MS Office suite.

Physical Demands and Working Conditions

US requirement due to Americans with Disabilities Act (ADA). However, each country is different due to employment laws, so HR Partner discretion is advised. See HR Partner with any questions.

• Physical Demands and Working Conditions: Ability to sit or stand for extended periods while performing computer-based tasks and engaging in phone communication. Ability to work in an office environment and potentially in manufacturing or customer facilities, which may involve exposure to moderate noise levels and varying temperatures. Occasionally required to lift and/or move up to 25 pounds.

Compensation and Benefits:

Salary Pay Range:$88,425.00 TO $105,000.00 USD per year. This range is a good faith estimate of the expected salary range for this position, based on a wide range of factors including qualifications, experience and training, operational and business needs and other considerations permitted by law.At MKS, it is not typical for an individual to be hired at or near the top of the range for the role.

Bonus: This position is eligible for a discretionary annual bonus, in an amount to be determined by MKS [or as applicable].

Benefits: MKS offers a comprehensive benefits package, including health insurance coverage (medical, dental and vision), 401(k) with company match, life and disability insurance, 12 paid holidays, sick time, 15 paid vacation days, [6 weeks fully paid] parental leave, adoption assistance and tuition reimbursement [and for participation in any stock programs, signing bonus, etc.].

We are interested in a qualified candidate who is eligible to work in the United States. However, we will not be sponsoring work visas for this position, at this time.

MKS is an equal opportunity employer, including disability, veteran status and all categories protected by law. Please review our EOE statements for additional details. MKS is generally only hiring candidates who reside in states where we are registered to do business.

Globally, our policy is to recruit individuals from wide and diverse backgrounds. However, certain positions require access to controlled goods and technologies subject to the International Traffic in Arms Regulations (ITAR) or Export Administration Regulations (EAR). Applicants for these positions may need to be "U.S. persons." "U.S. persons" are generally defined as U.S. citizens, noncitizen nationals, lawful permanent residents (or, green card holders), individuals granted asylum, and individuals admitted as refugees.

MKS Inc. and its affiliates and subsidiaries ("MKS") is an affirmative action and equal opportunity employer: diverse candidates are encouraged to apply. We win as a team and are committed to recruiting and hiring qualified applicants regardless of race, color, national origin, sex (including pregnancy and pregnancy-related conditions), religion, age, ancestry, physical or mental disability or handicap, marital status, membership in the uniformed services, veteran status, sexual orientation, gender identity or expression, genetic information, or any other category protected by applicable law. Hiring decisions are based on merit, qualifications and business needs. We conduct background checks and drug screens, in accordance with applicable law and company policies. MKS is generally only hiring candidates who reside in states where we are registered to do business.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

MKS is committed to working with and providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation during the application or interview process due to a disability, please contact us at [e-mail].

If applying for a specific job, please include the requisition number (ex: RXXXX), the title and location of the role