Technical Support Engineer

MKS Instruments•Wilmington, MA

1d•Hybrid

About The Position

As a Technical Support Engineer at MKS, you will partner with Service Technicians, Field Service Engineers, Sales teams, and customers to provide expert-level troubleshooting guidance and technical support. Additionally, you will collaborate with Engineering, Quality, and Manufacturing teams in order to investigate and mitigate product performance concerns, spurring continuous design and process improvement. In this role, you will report to the Technical Support Manager.

Requirements

An Associate's (AS) degree in a technical engineering field or equivalent practical experience is required.
A minimum of 2+ 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 interpersonal and communication skills, enabling effective interaction with diverse stakeholders.
Proven ability to communicate effectively and collaborate seamlessly with cross-functional teams.
Aptitude to manage multiple tasks and priorities efficiently with minimal supervision.
Good computer skills with a working knowledge of the MS Office suite.

Nice To Haves

A Bachelor's (BS) degree is preferred.

Responsibilities

Provide expert-level technical support to our valued customers, Field Service Engineers, Sales teams, and Service Technicians. This includes 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.
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.
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.