Sr. Technical Support Engineer

MKS Instruments•Wilmington, MA

5d•$88,425 - $105,000•Hybrid

About The Position

As a Sr. Tech Support Engineer supporting Ozone and Microwave products at MKS, you will partner with cross-functional teams (including Engineering, Quality, Manufacturing, Field Service Engineers, Sales teams, and Service Technicians) to solve customers’ problems and deliver world-class technical support to our worldwide service operations. You will make an impact by driving 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. You will provide expert-level technical support to customers, Field Service Engineers, Sales teams, and Service Technicians, including answering complex technical questions, performing in-depth troubleshooting, and resolving critical issues via phone, email, or in-person. You will collaborate closely with Engineering, Quality, and Manufacturing teams to identify, analyze, and implement effective corrective actions for new product failure modes, ensuring continuous improvement. You will develop and maintain comprehensive technical documentation, including technical memos, service bulletins, and high-quality training materials to empower our global teams. You will deliver engaging and effective training sessions on new and existing products to Field Service Engineers, customers, and Service Technicians, fostering their technical proficiency. You will assist with enabling service capability for repair depots globally on existing and new products, and potentially participate in on-site customer installation and training programs as needed.

Requirements

An Associate's (AS) degree in a technical engineering field or equivalent practical experience.
A minimum of 4+ years of hands-on 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 skills enabling effective interaction with diverse stakeholders.
Proven ability to communicate effectively and collaborate seamlessly with cross-functional teams.
Demonstrated ability to manage multiple tasks and priorities efficiently with minimal supervision.
Good computer skills with a working knowledge of the MS Office suite.
Ability to fulfill up to 5% domestic and international travel requirements to support global operations and customers.

Responsibilities

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.
Provide expert-level technical support to customers, Field Service Engineers, Sales teams, and Service Technicians, including 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.
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.
Assist with enabling service capability for repair depots globally on existing and new products, and potentially participate in on-site customer installation and training programs as needed.