Technical Support Engineer

MKS Instruments•Rochester, NY

1d•Onsite

About The Position

This role serves as a key technical operations resource within the MKS Global Service organization, with primary responsibility for providing Engineering Technical Support for the MKS RF Power product line.

Requirements

Bachelors degree in a technical engineering field or 4+ years experience
3+ years of hands-on field service or technical support experience.
Experience with RF and digital electronic products required.
Excellent verbal and written communication skills.
Strong customer relations, listening, and organizational skills.
Proficiency with MS Office applications.
Ability to manage multiple priorities with minimal supervision.

Nice To Haves

Up to 20% domestic and international travel.

Responsibilities

Develop and release technical memos, service bulletins, and training materials for product repair and upgrades.
Review ECOs and provide feedback regarding Global Service and customer impact.
Create Service Plans to support new product releases for Global Service.
Participate in engineering project meetings and provide input on serviceability and field-related concerns.
Review test procedures and assembly instructions; provide feedback to Engineering.
Support qualification and deployment of new or upgraded Test Stations.
Procure and deploy assembly tools and fixtures to Global Service locations.
Provide global technical support to customers, Field Service, Sales, and Service Technicians via phone, email, or in-person.
Interpret customer issues and communicate design, reliability, or maintenance concerns to the Product Engineering team.
Collaborate with Engineering, Reliability, and Manufacturing to drive corrective actions for failed components.
Deliver training on new and existing products to Field Service Engineers, customers, and Service Depot Technicians.
Train and certify assembly operators on product repair processes.
Participate in customer installation and training programs as needed.