MKS Instruments, Inc.

Principal Technical Product Support Engineer

MKS Instruments, Inc. • $110K — $140K *
Beaverton, OR 97007In-Person
Technical Services
11 - 15 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in relevant field or 4+ years of related experience in lieu of degree
  • 12+ years of experience in service engineering or technical support
  • Experience with laser or PCB systems preferred
  • Knowledge of semiconductor or PCB industries
  • Willingness to travel up to 50% domestically and internationally

Responsibilities

  • Provide expert-level technical support to customers
  • Handle escalated technical issues and collaborate with teams
  • Interact directly with customers to diagnose issues
  • Mentor junior technical support engineers
  • Contribute to technical documentation and knowledge base
  • Share knowledge to enhance team capabilities
  • Identify and drive process improvements
  • Monitor and report on support metrics
  • Ensure compliance with quality standards and SLAs

Benefits

  • Flexible work arrangements
  • Opportunity for professional growth and development
  • Access to cutting-edge technology
  • Collaborative team environment
  • Exposure to global projects
  • Supportive company culture with a focus on innovation
Full Job Description
A Day in Your Life at MKS:

As a Principal Technical Support Engineer at ESI, an MKS Company, you will partner with the Engineering and Field teams to help solve both customer and engineering problems, help guide engineering in improving quality & process improvement and provide knowledgeable and timeline customer support. In this role, you will report to the Product Hardware Engineering Manager.

You Make An Impact By:
  • Providing expert-level technical support to customers, resolving complex technical issues related to company products or services
  • Handling escalated technical issues and collaborate with cross-functional teams to resolve customer problems
  • Interacting directly with customers to understand and diagnose technical issues, providing timely and effective solutions
  • Mentoring and coaching junior technical support engineers, providing guidance on technical troubleshooting, best practices, and customer interaction
  • Contributing to the creation and maintenance of technical documentation, knowledge base articles, and support tools
  • Sharing knowledge and best practices with the technical support team to enhance overall team capability
  • Identifying opportunities for process improvement in technical support operations and drive improvements cross functionally
  • Provide requirements, recommendations, and feedback for new products and improvements to existing ones
  • Monitoring and reporting on technical support metrics, including ticket resolution time, customer satisfaction, and issue escalation rates
  • Ensuring adherence to quality standards, service level agreements (SLAs), and regulatory requirements


Skills You Bring:
  • Bachelor's degree in a relevant field or a minimum of 4 years of directly related experience in lieu of a degree Master's degree preferred
  • At least 12+ years of experience in service engineering or a similar technical support role, experience supporting laser or PCB systems is highly preferred.
  • Experience working in semiconductor, PCB, or similar industries
  • Ability to travel up to 50% of the time, domestically and internationally


If applying for a specific job, please include the requisition number (ex: RXXXX), the title and location of the role

About MKS Instruments, Inc.

MKS Instruments, Inc. is a global provider of instruments, subsystems and process control solutions that measure, monitor, deliver, analyze, power and control critical parameters of advanced manufacturing processes to improve process performance and productivity for our customers. Our products are derived from our core competencies in pressure measurement and control, flow measurement and control, gas and vapor delivery, gas composition analysis, residual gas analysis, leak detection, control technology, ozone generation and delivery, RF & DC power, reactive gas generation, vacuum technology, photonics, sub-micron positioning, vibration isolation and optics. Our primary served markets include semiconductor capital equipment, general industrial, life and health sciences, research and defense.
Learn more about MKS Instruments, Inc.
Size
6,000 employees
Market Cap
$5.5 billion
Industry
Manufacturing & Automotive
Net Income
$350.1 million
5 Year Trend
+17.9%
Revenue
$2.3 billion
NASDAQ
MKSI
* Ladders Estimates

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