Description

Brooks is looking for a Technical Support Engineer as we accelerate our growth journey. WHAT YOU'LL DO: Provides technical support to Customers and Field Service staff who are diagnosing, troubleshooting, and/or repairing complex equipment, sophisticated systems (computer, software and/or applications). Responds to situations where standard procedures have not isolated or fixed problems in equipment, systems, and/or software. Responsibilities include coordination of problem-solving efforts between customers and field service personnel, software support, investigation and analysis of product problems. Recommends and implements proposed solutions to resolve reported problems and/or escalates to appropriate parties. May be involved with installation/implementation and training programs. Use equipment to replicate field problems to establish knowledge management articles capturing standard methodologies, developing Best Known Methods (BKMs), troubleshooting guides, procedures, and incorporate into the global service training curriculum.

Lead multi-functional teams to drive resolution of escalated field issues.

Lead projects normally associated with product quality escapes requiring service activity to perform remedial action, retrofits or upgrades.

Service lead to engage with New Product Introduction / Product Development program(s).

Work with Brooks’ training group and product Business Unit to develop and deliver product training classes and customer demonstrations.

Analyze tool performance data to find opportunities for more service and tool business potential including performance improvement upgrades for product Business Unit review and development.

WHAT YOU'LL BRING: Minimum of 3 years of experience in the areas of customer escalation management, problem resolution / case management, and decision making. Prior experience in Product Support or 2nd level Technical Support is a plus.

Experience in electro-mechanical / electronics problem solving, critical thinking skills, troubleshooting methodologies, problem resolution quality tools and continuous improvement methodologies. Relevant Military technical experience / training a plus.

Experience communicating clearly and promptly with customers, sales account managers, field service engineers, business unit and management functions.

Knowledge, operation and installation of Brooks Automation products is a plus.

This position may require up to 20% travel (domestic and international) and availability for emergency work calls.

Compensation Base Salary Range: $98,769.66 USD to $133,629.54 USD Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate. This position is also eligible for an annual discretionary bonus. Benefits At Brooks, we offer the following benefits for this position, subject to applicable eligibility requirements: Medical, Dental, Vision and Disability Insurance

401(k) Plan

Exempt employees are provided company paid holidays and Flexible Vacation to enjoy personal time off and incidental sickness.

Have a question about our benefits and compensation package? Your recruiter can share more with you during the hiring process. Work Location & Flexibility At Brooks, we aim to foster a collaborative and engaging environment while offering flexibility where possible. Work arrangements may include a mix of in-office and remote work, depending on the nature of the role and business needs. Specific expectations will be shared during the interview process. Brooks is committed to fostering a diverse and inclusive workplace and proudly serves as an equal-opportunity employer. We welcome all qualified applicants regardless of race, color, religion, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other legally protected characteristics. Diversity enhances our innovative capabilities and strengthens our ability to serve our customers and communities effectively. At Brooks Automation, we celebrate the unique experiences and perspectives each individual brings, believing they are essential to our collective success. Join us in building a workplace where every team member is valued and can thrive. For applicants with disabilities requiring accommodations, don't hesitate to get in touch with or call +1 (978) 262-2400 to discuss your needs. . Brooks Automation participates in E-Verify® to confirm eligibility for employment in the United States. For more details, visit . E-Verify® is a registered trademark of the U.S. Department of Homeland Security.