Technical Support Engineer

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

Benefits offered by this job

Health insurance

401(k) with company match

12 paid holidays

Sick time

15 paid vacation days

Parental leave

Job summary

MKS is seeking a Technical Support Engineer to partner with service technicians, field engineers, sales, and customers to provide expert troubleshooting and technical support. You will work with Engineering, Quality, and Manufacturing to investigate product performance concerns and drive continuous improvement.

You will also develop technical documentation and deliver training to global teams, while traveling up to 10% to support customers and installations.

Qualifications

• Associate's degree in a technical engineering field or equivalent practical experience is required.
• A minimum of 2+ years of hands-off field service or technical support experience in a relevant industry.
• Strong communication skills and ability to interact with diverse stakeholders.

Responsibilities

• Provide expert-level technical support to customers via phone, email, or in person.
• Collaborate with Engineering, Quality, and Manufacturing to implement corrective actions for new product failure modes.
• Drive transition of new products from design to service and communicate required needs for product development.
• Develop and maintain technical documentation and training materials for global teams.
• Deliver engaging training sessions on products to Field Service Engineers, customers, and technicians.
• Travel up to 10%.

Skills

Technical support

Field service

Problem solving

Communication

Cross-functional collaboration

MS Office

Education

AS degree in engineering or technical field

BS 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.

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-off 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.