Technical Support Engineer: Field & Product Troubleshooter

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

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.