Tech-Support-Supervisor

A Day in Your Life at MKS:
As an Tech-Support-Supervisor at EQ-Global-Tech-Support, you will partner with Engineering, Production and R&D to support our internal and external customer. In this role, you will report to the Manager Global-Tech-Support.

You Will Make an Impact By:

• Workflow Organization: Manage and organize workflows within the technical support area.

• Independent Task Management: Handle area-specific tasks autonomously.

• Continuous Learning: Engage in ongoing education in all areas of plant technology.

• Technical Problem Solving: Diagnose and resolve complex technical problems using extensive knowledge of Polygon and other MSD equipment and technologies, in collaboration with various departments.

• Customer Support:

  • Provide telephone support for equipment malfunctions (customer/region).

  • Perform remote diagnostics and troubleshooting, including remote maintenance.

  • Offer direct on-site support to customers when necessary.

• Team Leadership: Guide local technicians and engineers through detailed troubleshooting procedures to ensure effective and sustainable problem resolution.

• Documentation: Document and track reported issues, troubleshooting steps, and outcomes to build a knowledge database for future reference (PTDB).

• Collaboration: Work with engineering, product development, regional service teams, and suppliers to share field feedback and insights, contributing to product improvement and innovation.

• Knowledge Development:

  • Develop and maintain troubleshooting guides, FAQs, and training materials to enhance the knowledge and skills of regional teams.

  • Create or oversee the creation of training materials and videos (in collaboration with specialized departments).

  • Plan and conduct training sessions for customers and regional teams (both in-house and external).

  • Provide technical content for the documentation department.

• Travel Requirements: Up to 50 % of Travel is required.

Skills You Bring:
• Bachelor’s Degree OR 4 years of related experience
• 5+ years of related experience
• Proven experience in technical support or related field

• High knowledge in mechanic, electric and software of Polygon machine

• Excellent verbal and written communication skills in English and Chinese

• Strong problem-solving skills and the ability to diagnose and resolve complex technical issues

• Ability to work independently and manage multiple tasks effectively

Preferred Skills:
• Familiarity with other MSD equipment and technologies is a plus
• Continuous learning mindset and willingness to stay updated with the latest technologies and industry trends
 

Globally, our policy is to recruit individuals from wide and diverse backgrounds. However, certain positions require access to controlled goods and technologies subject to various export control regulations.  Applicants for these positions may be limited (by, for example, their countries of citizenship, country of origin, or immigration status) where required by law or governmental contact, and/or employment made contingent upon the issuance of appropriate governmental licensing.

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: accommodationsatMKS@mksinst.com .

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