Principal Technical Product Support Engineer
About The Position
A Day in Your Life at MKS: As a Principal Technical Support Engineer at ESI, an MKS Company, you will partner with the Engineering and Field teams to help solve both customer and engineering problems, help guide engineering in improving quality & process improvement and provide knowledgeable and timeline customer support. In this role, you will report to the Product Hardware Engineering Manager. You Make An Impact By: Providing expert-level technical support to customers, resolving complex technical issues related to company products or services Handling escalated technical issues and collaborate with cross-functional teams to resolve customer problems Interacting directly with customers to understand and diagnose technical issues, providing timely and effective solutions Mentoring and coaching junior technical support engineers, providing guidance on technical troubleshooting, best practices, and customer interaction Contributing to the creation and maintenance of technical documentation, knowledge base articles, and support tools Sharing knowledge and best practices with the technical support team to enhance overall team capability Identifying opportunities for process improvement in technical support operations Monitoring and reporting on technical support metrics, including ticket resolution time, customer satisfaction, and issue escalation rates Ensuring adherence to quality standards, service level agreements (SLAs), and regulatory requirements
Requirements
- Bachelor’s degree in a relevant field or a minimum of 4 years of directly related experience in lieu of a degree
- At least 8+ years of experience in service engineering or a similar technical support role, experience supporting laser or PCB systems is highly preferred.
- Experience working in semiconductor, PCB, or similar industries
- Ability to travel up to 50% of the time, domestically and internationally
Nice To Haves
- Master’s degree preferred
- experience supporting laser or PCB systems is highly preferred.
Responsibilities
- Providing expert-level technical support to customers, resolving complex technical issues related to company products or services
- Handling escalated technical issues and collaborate with cross-functional teams to resolve customer problems
- Interacting directly with customers to understand and diagnose technical issues, providing timely and effective solutions
- Mentoring and coaching junior technical support engineers, providing guidance on technical troubleshooting, best practices, and customer interaction
- Contributing to the creation and maintenance of technical documentation, knowledge base articles, and support tools
- Sharing knowledge and best practices with the technical support team to enhance overall team capability
- Identifying opportunities for process improvement in technical support operations
- Monitoring and reporting on technical support metrics, including ticket resolution time, customer satisfaction, and issue escalation rates
- Ensuring adherence to quality standards, service level agreements (SLAs), and regulatory requirements
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
1,001-5,000 employees
