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