Principal Technical Support EngineerAs 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 servicesHandling escalated technical issues and collaborate with cross-functional teams to resolve customer problemsInteracting directly with customers to understand and diagnose technical issues, providing timely and effective solutionsMentoring and coaching junior technical support engineers, providing guidance on technical troubleshooting, best practices, and customer interactionContributing to the creation and maintenance of technical documentation, knowledge base articles, and support toolsSharing knowledge and best practices with the technical support team to enhance overall team capabilityIdentifying opportunities for process improvement in technical support operationsMonitoring and reporting on technical support metrics, including ticket resolution time, customer satisfaction, and issue escalation ratesEnsuring adherence to quality standards, service level agreements (SLAs), and regulatory requirementsSkills 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 preferredAt least 5 years of experience in service engineering or a similar technical support rolePreferred Skills:Experience working with B2B (business to business) capital equipment or similarly complex systemsExperience working in semiconductor, PCB, or similar industriesPhysical Demands & Working Conditions:Perform activities such as sitting, standing, or typing for extended periods of timeAbility to remain in a stationary position for 25% of the timeMust be able to communicate information and ideas so others will understandMust be able to exchange accurate informationOperates in a professional office and/or laboratory/manufacturing environmentConstantly operates a computer and other office productivity machineryAbility to observe documents and details at close range (within a few feet of the observer)Noise level in the work environment is usually averageAbility to travel up to 50% of the time, domestically and internationallyGlobally, 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."MKS Inc. and its affiliates and subsidiaries ("MKS") is an affirmative action and equal opportunity employer: diverse candidates are encouraged to apply.
We win as a team and are committed to recruiting and hiring qualified applicants regardless of race, color, national origin, sex (including pregnancy and pregnancy-related conditions), religion, age, ancestry, physical or mental disability or handicap, marital status, membership in the uniformed services, veteran status, sexual orientation, gender identity or expression, genetic information, or any other category protected by applicable law. Hiring decisions are based on merit, qualifications and business needs. We conduct background checks and drug screens, in accordance with applicable law and company policies.
MKS is generally only hiring candidates who reside in states where we are registered to do business.MKS is committed to working with and providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation during the application or interview process due to a disability, please contact us at: