A Day in Your Life at MKS:
As a Service Support Technician Team Lead at MKS, you will mentor and motivate a team of service support representatives to deliver outstanding customer service. In this role, you will report to the Service Manager.
• Conduct regular team meetings to review performance, discuss issues, and plan for improvement.
• Monitor team performance through KPIs and other metrics
• Handle escalated customer issues and complaints, ensuring timely and effective resolution
• Maintain a high level of product and service knowledge to assist team members and customers effectively
• Identify areas for process improvements and implement changes to enhance service efficiency and quality
• Collaborate with other departments to streamline processes and resolve service issues
• Prepare and present regular reports on team performance, customer feedback, and service trends
• Develop training programs and materials for new hires and ongoing team development
• Ensure the team adheres to company policies, procedures, and regulatory requirements
Skills You Bring:
• 6+ year of related experience
• Completion of high school, vocational training or equivalent is preferred
Physical Demands & Working Conditions:
• Perform activities such as sitting, standing, or typing for extended periods of time
• Must be able to lift up to 50 lbs
• Regularly requires good manual dexterity and coordination
• Occasionally moves/positions objects/systems up to and exceeding 100 lbs
• Ability to remain in a stationary position for 20% of the time
• Frequently positions self to perform tasks and positions objects below, at, and above shoulder level
• Regularly requires manual dexterity and coordination of objects below, at and above shoulder level
• Must be able to communicate information and ideas so others will understand
• Must be able to exchange accurate information
• Operates in a KD -Research Lab and/or field/manufacturing environment
• Constantly operates a computer and other office productivity machinery
• Ability to observe documents and details at close range (within a few feet of the observer)
• Dedication to safety to mitigate hazards including handling mechanical and electrical hardware, high voltage, gas, water, and heat
• Noise level in the work environment is usually average
#LI-DNI
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