MKS Instruments - Rochester, NY

posted 3 days ago

Full-time - Mid Level
Rochester, NY
Machinery Manufacturing

About the position

In this role, you will provide technical support to field engineers, technicians, and product support who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, and/or complex software. You will report to the manager of technical support.

Responsibilities

  • Documentation (40% of time): Create/write technical memos, service bulletins, and training material.
  • New Product Development (30% of time): Participate in engineering project meetings regarding new products and provide feedback on serviceability and field concerns. Review test procedures and process details to provide feedback to engineering. Perform qualification of new or upgraded test stations.
  • Technical response/support (15% of time): Provide technical support to customers, field service, sales, and service technicians by answering technical questions, troubleshooting, and resolving problems via phone, email, or in-person. Interpret customer issues, report design concerns, reliability or maintenance problems to the engineering team. Work with engineering, reliability, and manufacturing to assure corrective action for failed components.
  • Training (15% of time): Provide training on new and existing products to field service engineers, customers, or technicians in service depots. May be involved in customer installation and training programs.

Requirements

  • Bachelor's Degree (preferably in electrical engineering) OR 4 years of related experience
  • 5+ years of related experience
  • Skilled in Microsoft Office Applications (Outlook, Word, Excel, PowerPoint)
  • Good communication skills able to prioritize and follow through tasks
  • Customer oriented

Nice-to-haves

  • Agile experience
  • Oracle experience
  • Troubleshooting electronic circuits

Benefits

  • Pay Range: $75k - 85k
  • Diverse and inclusive work environment
  • Equal opportunity employer
  • Reasonable accommodations for individuals with disabilities
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