Job DescriptionProduct Support Engineer Position Summary:The Product Support Engineer will function as an extension of the Engineering and Technical Support teams while taking lead on initial installs of software and hardware at Customer sites providing detailed and consistent feedback intended to increase machine serviceability and achieve product hardening. This position involves 50% travel between Moorestown, NJ, Plano, TX and customer sites.
Product Support Engineer Responsibilities: - Provide system analysis of machine performance to Engineering.
- Function as intermediary between Engineering and Technical Support, ensuring both groups are always informed.
- Take lead on all new/beta HW and SW upgrades, providing ongoing detailed feedback to Engineering and Technical Support.
- Maintain ability to travel as needed to Customer sites and Home Office.
- Monitor Status email box. Reviewed and work with issues related to projects.
- Participate in design reviews, prototype builds, testing, debugging and evaluations.
- Develop customer site/tech tool kits and spares parts lists.
- Develop initial Preventative Maintenance schedules and periodically review to ensure PMs are effective.
Additional responsibilities (if applicable) - Assist with final review of documentation.
- Create and maintain knowledgebase of problems and solutions on assigned equipment.
- Assist L3 Tech Support Reps with advanced troubleshooting.
Consults with - Engineering
- Technical Support
- Support Engineering
- Technical Writers
- Field Technician
Qualifications - B.S. degree in engineering, statistics, mathematics, or equivalent
- Efficient Communicator
- Advanced troubleshooting skills
- Ability to read and understand schematics
- Ability to communicate technical information to both highly technical and non-technical audience.
- Ability to remain composed in high pressure situations.
- Ability to prioritize and work on multiple tasks
- Ability to work with and understand Mechanical, Electrical, and PC components
- PLC Experience
- Conveyance and Automation control system experience
