Technical Service Field Engineer

Job Description:

Brooks Instrument (www.brooksinstrument.com), an industry leader in flow and pressure instrumentation for critical applications, is seeking candidates for Technical Field Service Engineer position that will be based at the company headquarters in Hatfield, Pennsylvania (suburban Philadelphia). The company has manufacturing locations in Pennsylvania, Hungary, Malaysia and Korea, and also maintains sales and service offices throughout the world. Our high-tech products are used in laboratory and process applications in end markets such as: oil & gas, petrochemical, medical devices, waste water, life sciences, and analytical instruments. 

Brooks is a division of ITW (Illinois Tool Works), a fortune 200 company. ITW is one of the world’s leading diversified manufacturers of specialized industrial equipment, consumables, and related service businesses. The company has operations in 56 countries and employs over 50,000 employees. These talented employees, many of whom have specialized engineering or scientific expertise, contribute to ITW’s global leadership in innovation. The company is proud of its broad portfolio of nearly 10,000 active patents, and is focused on fully leveraging its highly differentiated business model to deliver solid growth with consistent best-in-class margins and return on capital.

Basic Function

Provide technical assistance to customers, sales representatives, and application engineers both in the factory and at customer locations. Assist the Failure Analysis and Technical Services groups with customer returns, diagnostics, and troubleshooting. Perform field service activities including calibration, training, troubleshooting, installation/startup assistance, and technical support on Brooks Mass Flow Controllers and other Brooks products.

Successful candidates must have a minimum of 2-year degree in engineering technology or an equivalent with 5+ years of experience servicing highly technical or related equipment, excellent customer service skills, strong mechanical aptitude, willingness to travel (up to 40%) and great communication and follow through skills.

Essential Duties and Responsibilities

• Serve as a primary technical point of contact for customers, providing after-sales support at customer sites and via phone, email, and remote tools.
• Perform on-site calibration, troubleshooting, installation/startup assistance, and technical service on Brooks products, including billable, warranty, and escalation support.
• Communicate clearly and professionally with customers regarding troubleshooting, findings, corrective actions, and recommendations.
• Provide customer training on Brooks products, software, operation, maintenance, calibration, and troubleshooting, both on-site and in-house.
• Collaborate with Failure Analysis on diagnostics, testing, data review, root cause investigations, and failure reporting.
• Work with Engineering and New Product Development to support product validation and provide feedback on serviceability, supportability, tools, and documentation.
• Support the development and improvement of service software, diagnostic tools, test equipment, technical documentation, and training materials.
• When not assigned to customer field service activities, perform in-house Technical Services responsibilities, including customer support, troubleshooting, testing, training, and Failure Analysis support.
• Maintain strong product knowledge, follow Brooks and customer safety requirements, support continuous improvement initiatives, and work effectively in a team environment.

Education and Experience

Required Qualifications

• Associate or bachelor’s degree in engineering technology or a related field, or equivalent experience.
• Approximately 5 years of experience supporting or servicing complex technical products involving electronics and/or mechanics.
• Experience providing customer-facing technical support, including troubleshooting, issue ownership, and communication via phone, email, and directly at customer sites.
• Ability to diagnose, test, troubleshoot, and service products using electrical schematics, mechanical drawings, and test equipment.
• Strong written and verbal communication skills, with the ability to communicate professionally and effectively with customers, including during difficult or challenging situations.
• Proficiency with Windows-based systems and the ability to learn new software applications and service tools.
• Ability to work independently at customer sites while coordinating with internal technical resources as needed.
• Ability and willingness to travel domestically and internationally up to approximately 40% based on customer and business needs.
• undefined

Preferred Qualifications

• Experience with automation, controls, or system integration, including PLC-based systems.
• Familiarity with industrial communication protocols such as Serial (RS-232/RS-485), Ethernet/IP, PROFINET, and EtherCAT.
• Experience supporting digitally enabled or networked instrumentation.
• Hands-on field service experience supporting industrial or semiconductor equipment.
• Background in industrial or semiconductor process equipment or prior experience with Brooks Instrument or similar products.

Benefits

Our employees enjoy competitive, merit-based salary plus excellent benefits including:

• Health and dental insurance
• Company Paid Life Insurance
• Short and Long Term Disability
• 401K plan with generous company match
• Vacation, personal days and holidays
• Continuing education reimbursement program
• Flexible spending accounts 

The opportunity to join a well established (80 years in business) yet dynamically changing organization that works together as a team to meet the challenges of satisfying customers’ needs and managing rapid growth to better compete in a global marketplace.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. 

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.