Sr. Technical Support Engineer-Production/Operations support

About the role

A Day in Your Life at MKS: 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.

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 our valued 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.

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.
• Problem-Solving Acumen: A highly motivated, self-driven individual with a positive and proactive approach to complex problem-solving.
• Exceptional Communication & Interpersonal Skills: Strong business acumen, analytical capabilities, and outstanding skills enabling effective interaction with diverse stakeholders.
• Collaborative Spirit: Proven ability to communicate effectively and collaborate seamlessly with cross-functional teams.
• Autonomy & Prioritization: Demonstrated ability to manage multiple tasks and priorities efficiently with minimal supervision.
• Technical Proficiency: Good computer skills with a working knowledge of the MS Office suite.
• Travel Flexibility: Ability to fulfill up to 5% domestic and international travel requirements to support global operations and customers.

Qualifications

• Good computer skills with a working knowledge of the MS Office suite.
• Ability to manage multiple tasks and priorities efficiently with minimal supervision.
• Proven ability to communicate effectively and collaborate seamlessly with cross-functional teams.
• Strong business acumen, analytical capabilities, and outstanding skills enabling effective interaction with diverse stakeholders.
• Highly motivated, self-driven individual with a positive and proactive approach to complex problem-solving.

Skills

• Associate's (AS) degree in a technical engineering field or equivalent practical experience.
• Minimum of 4+ years of hands-on field service or technical support experience in a relevant industry.

Benefits

• MKS offers a comprehensive benefits package, including health insurance coverage (medical, dental, and vision), 401(k) with company match, life and disability insurance, 12 paid holidays, sick time, 15 paid vacation days, fully paid parental leave, adoption assistance, and tuition reimbursement, along with opportunities for career growth and development in a collaborative and innovative environment.

Pay

Salary Pay Range: 88,425.00 - 105,000 per year.

Schedule

This position is eligible for a discretionary annual bonus, in an amount to be determined by MKS.