Technical Support Engineer- Manufacturing Operations

Make a direct impact by supporting manufacturing operations and customers with expert troubleshooting and fast, technical resolution. This onsite role in Wilmington, MA brings you into a collaborative environment across Service, Engineering, Quality, and Manufacturing, helping investigate product performance concerns and improve how new products transition into real-world support. You will also support product development projects and enable teams globally through technical documentation and training.

Responsibilities

• Provide expert-level technical support to customers, Field Service Engineers, Sales teams, and Service Technicians by answering complex questions, performing in-depth troubleshooting, and resolving critical issues via phone, email, or in person.
• Partner with Engineering, Quality, and Manufacturing to identify and analyze new product failure modes, then implement corrective actions that drive continuous improvement.
• Represent the Service organization during product development projects, supporting the transition of new products from design to service by communicating critical requirements and proposing practical solutions.
• Develop and maintain technical documentation, including technical memos, service bulletins, and training materials used by global teams.
• Conduct effective training sessions on new and existing products for Field Service Engineers, customers, and Service Technicians to strengthen technical proficiency.

Requirements

• Associate's (AS) degree in a technical engineering field or equivalent practical experience required; Bachelor's (BS) degree preferred.
• Minimum 2+ years of hands-on field service or technical support experience in a relevant industry.
• Motivated, self-driven approach to complex problem-solving with a positive, proactive mindset.
• Strong business acumen, analytical skills, and interpersonal communication abilities to work effectively with diverse stakeholders.
• Proven ability to communicate clearly and collaborate smoothly across cross-functional teams.
• Capacity to manage multiple tasks and priorities efficiently with minimal supervision.
• Good computer skills with working knowledge of the MS Office suite.

Compensation and Benefits

Salary Pay Range: $88,425.00 to $105,000.00 USD per year. At MKS, it is not typical for an individual to be hired at or near the top of the range for the role.

• 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
• 6 weeks fully paid parental leave
• Adoption assistance
• Tuition reimbursement
• Discretionary annual bonus (amount to be determined by MKS)

Working Conditions

• Up to 10% travel
• Ability to sit or stand for extended periods while performing computer-based tasks and engaging in phone communication
• Office environment and potentially manufacturing or customer facilities with exposure to moderate noise levels and varying temperatures
• Occasionally required to lift and/or move up to 25 pounds

Additional Information

• Work authorization: Eligible to work in the United States; will not be sponsoring work visas for this position, at this time.
• EEO: Equal opportunity employer; background checks and drug screens conducted in accordance with applicable law and company policies.
• Controlled goods / ITAR-EAR: Certain positions require access to controlled goods and technologies subject to ITAR or EAR; applicants may need to be U.S. persons.
• Reasonable accommodations: [email protected]
• Massachusetts lie detector law: Prohibits requiring or administering a lie detector test as a condition of employment or continued employment.

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