Job Description

Are you naturally curious? So are we at MKS. Our collective curiosity drives us to be an innovation leader in many industries. Our products drive technology advancements across a wide range of applications such as 5G, augmented/virtual reality, autonomous vehicles, clean drinking water and space exploration. We are a team of collaborators who value fresh thinking and believe in mutual respect, constructive candor, diversity and inclusion. As a valued and trusted partner to our customers, we are continually pushing the boundaries of possibility. We believe in creating technology that transforms our world and are looking for like-minded individuals to join our team. If this is appealing to you, we want to meet you.

We are looking for a skilled Senior Product Support Engineer who will serve as a key technical operations resource for the MKS Global Service organization. In this highly visible role, you will work cross functionally with members of our manufacturing, engineering, and design teams as well as support external customers to conduct testing, training, documentation on New Product Introduction for the MKS RF Power product line.

What you will do is:

Documentation (~40% of the time)

• Develop and release technical memos, process service bulletins for the repair or upgrade of products, and training material on repairing products.
• Review ECOs and provide feedback related to Global Service and Customer Impact.
• Create Service Plans on new product releases for Global Service support

New Product Introduction (~30% of the time)

• Participate in engineering project meetings regarding new products and provide feedback on serviceability and field concerns.
• Review Test procedures/assembly instructions and provide feedback to Engineering.
• Assist with qualification and deployment of new and/or upgraded Test Stations
• Procures and deploy Assembly Tools and Fixtures to Global Service

Technical response/support (~15% of the time)

• Provide Global technical support to the customer, 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 Product Engineering team
• Work with product engineering, reliability, and manufacturing to assure corrective action for failed components

Training (~15% of the time)

• Provide training on new and existing products to Field Service Engineers, customers, or Technicians in Service Depots
• Trains and certifies assembly operators on Product Repair Processes
• May be involved in customer installation and training programs

What you will bring to the team:

• AS degree in a technical engineering field or equivalent experience, BS degree preferred3+ years of hands-on field service/technical support experience
• Experience in RF and digital electronic products required
• Strong customer relations, listening, and organizational skills
• Good computer skills with a working knowledge of MS Office suite
• Must be able to manage multiple tasks and priorities with minimal supervision.

MKS Instruments, Inc. is an Affirmative Action and Equal Opportunity employer. We solicit and hire applicants regardless of race, color, national origin, sex, religion, age, disability, veteran status, sexual orientation, gender identity, or any other protected category. Our policy is to employ the most qualified applicants. We conduct background checks and drug screens, in accordance with company policies and federal and state guidelines.

Globally, our policy is to recruit individuals from wide and diverse backgrounds. However, certain positions require access to controlled goods and technologies subject to the International Traffic in Arms Regulations (ITAR) or Export Administration Regulations (EAR). Applicants for these positions may need to be “U.S. persons.” “U.S. persons” are generally defined as U.S. citizens, noncitizen nationals, lawful permanent residents (or, green card holders), individuals granted asylum, and individuals admitted as refugees.