Technical Services Engineer

ITW • Hatfield, MN

1d

About The Position

Basic Function Provide advanced technical support for Brooks Instrument products with a primary focus on in-house technical services and direct customer support via phone, email, and remote tools. This role serves as a key technical interface between customers and internal teams, ensuring timely issue resolution, clear communication, and high customer satisfaction. The Technical Services Engineer works closely with Failure Analysis, Engineering, Manufacturing, Quality, and New Product Development teams to support existing products, investigate customer issues, and ensure new products are serviceable, supportable, and ready for release. This position is primarily factory- and office-based but includes limited, business-driven travel to customer sites for escalations, training, or specialized support needs.

Requirements

• Associate or bachelor’s degree in engineering technology or a related field, or equivalent experience.
• Approximately 5 years of experience supporting complex technical products involving electronics and/or mechanics
• Experience providing customer-facing technical support, including troubleshooting, issue ownership, and communication via phone and email.
• Ability to diagnose, test, and troubleshoot products using electrical schematics, mechanical drawings, and test equipment.
• Strong written and verbal communication skills, proficiency with Windows-based systems, and willingness to travel occasionally for escalations or training.

Nice To Haves

• Experience with automation, controls, or system integration, including PLC-based systems.
• Familiarity with industrial communication protocols such as Serial (RS-232/RS-485), Ethernet/IP, PROFINET, and EtherCAT.
• Experience supporting digitally enabled or networked instrumentation.
• Background in industrial or semiconductor process equipment or prior experience with Brooks Instrument or similar products.

Responsibilities

• Serve as a primary technical point of contact for customers, providing after-sales support via phone, email, and remote diagnostic tools, and owning issues from initial contact through resolution.
• Communicate clearly and professionally with customers regarding troubleshooting, findings, corrective actions, and resolution timelines, including complex technical topics.
• Collaborate closely with Failure Analysis by performing diagnostics, functional testing, data review, and supporting root cause investigations and failure reporting.
• Work closely with New Product Development and Engineering teams to support early builds and validation efforts, review designs for serviceability and supportability, and help define service strategies, tooling, and documentation prior to product release.
• Support the development, validation, and continuous improvement of service software tools, diagnostic utilities, and test equipment used to support Brooks products.
• Provide technical guidance to manufacturing, service teams, and global service centers to improve product reliability, service efficiency, and customer satisfaction.
• Develop and maintain technical documentation, service manuals, and training materials, and support Brooks training programs, primarily in-house and remotely.
• Provide limited, on-site support for customer escalations, training, or specialized technical needs. Travel is expected to be occasional and not routine.
• Support continuous improvement initiatives, maintain strong product knowledge, follow safety policies, and work effectively in a team-based environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree