Technical Support Engineer — Field & Product Expert

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

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.