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