ITW · 21 hours ago
Technical Services Engineer
Hatfield - W Vine St
Full-time
Onsite
Senior Level
5+ years expITW is a company that provides advanced technical support for Brooks Instrument products. The Technical Services Engineer will serve as a key technical interface between customers and internal teams, ensuring timely issue resolution and high customer satisfaction while collaborating with various departments to support existing products and new product releases.
IndustrialManufacturing
Responsibilities
Serve as a primary technical point of contact for customers, providing after-sales support via phone, email, and remote diagnostic tools, and owning issues from initial contact through resolution
Communicate clearly and professionally with customers regarding troubleshooting, findings, corrective actions, and resolution timelines, including complex technical topics
Collaborate closely with Failure Analysis by performing diagnostics, functional testing, data review, and supporting root cause investigations and failure reporting
Work closely with New Product Development and Engineering teams to support early builds and validation efforts, review designs for serviceability and supportability, and help define service strategies, tooling, and documentation prior to product release
Support the development, validation, and continuous improvement of service software tools, diagnostic utilities, and test equipment used to support Brooks products
Provide technical guidance to manufacturing, service teams, and global service centers to improve product reliability, service efficiency, and customer satisfaction
Develop and maintain technical documentation, service manuals, and training materials, and support Brooks training programs, primarily in-house and remotely
Provide limited, on-site support for customer escalations, training, or specialized technical needs
Travel is expected to be occasional and not routine
Support continuous improvement initiatives, maintain strong product knowledge, follow safety policies, and work effectively in a team-based environment
Qualification
Required
Associate or bachelor's degree in engineering technology or a related field, or equivalent experience
Approximately 5 years of experience supporting complex technical products involving electronics and/or mechanics
Experience providing customer-facing technical support, including troubleshooting, issue ownership, and communication via phone and email
Ability to diagnose, test, and troubleshoot products using electrical schematics, mechanical drawings, and test equipment
Strong written and verbal communication skills, proficiency with Windows-based systems, and willingness to travel occasionally for escalations or training
Preferred
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
Background in industrial or semiconductor process equipment or prior experience with Brooks Instrument or similar products
Company
ITW
ITW (NYSE: ITW) is a Fortune 300 global multi-industrial manufacturing leader with revenue of $15.9 billion in 2024.
10001+ employees
H1B Sponsorship
ITW has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (29)
2024 (24)
2023 (21)
2022 (23)
2021 (22)
2020 (27)
Funding
Current Stage
Public CompanyTotal Funding
unknown1978-01-13IPO
Leadership Team
Michael M. Larsen
SVP and CFO
Monica Wright
Global Divisional CFO | Controller
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