Technical Service Field Engineer

Brooks Instrument (  ), 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.

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.

• 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.

• Associate or bachelor’s degree in engineering technology or a related field, or equivalent experience.
• Approximately 5 years of experience supporting or servicing complex…