Senior Technical Product Support Engineer
MKS Instruments•Beaverton, OR
•Onsite
About The Position
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. MKS Inc. enables technologies that transform our world. MKS Inc, Product Overview
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 5 years of experience in service engineering or a similar technical support role
Nice To Haves
- Master’s degree preferred
- Experience working with B2B (business to business) capital equipment or similarly complex systems
- Experience working in semiconductor, PCB, or similar industries
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
Benefits
- on-the-job and formal training
- educational assistance
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What This Job Offers
Job Type
Full-time
Career Level
Senior
