Product Support Engineer

Fictiv • Schaumburg, IL

2d

About The Position

The Product Support Engineer provides technical expertise and supports customers and internal stakeholders, with a focus on structural hardware and fasteners used in industrial automation. This role is responsible for resolving technical inquiries through the company’s system platform, supporting product managers with operational coordination, and contributing to product development, e-commerce content creation, category management, and promotional initiatives.

Requirements

• Bachelor’s degree in Mechanical Engineering, Industrial Engineering, or a related field.
• Minimum of 4 years of experience in product support engineering or a similar role
• Strong verbal and written communication skills in English.
• Self-motivated, detail-oriented, and capable of managing multiple tasks and projects simultaneously.
• Solid understanding of manufacturing processes and equipment.
• Working knowledge of 3D CAD software and GD&T principles.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook), collaboration tools (Slack, Teams), and BI tools.
• Ability to quickly learn ERP systems and internal operational processes.

Nice To Haves

• experience with structural, framing, or fastener components is a plus.
• Experience with supporting e-commerce catalog management is preferred.
• Experience working in an international or cross-cultural environment is a plus.

Responsibilities

• Monitor and respond to technical inquiries via Misumi’s system platform, delivering timely and effective support to both external and internal stakeholders through email, phone, and virtual meetings.
• Address product-related questions, including specifications such as dimensions, mounting details, materials, tolerances, engineering calculations, and CAD data.
• Analyze customer requirements and recommend suitable alternatives or replacements using existing product offerings or supplier solutions, including BOM cross-referencing requests.
• Collaborate with customers and suppliers to investigate product issues, conduct inspections, and determine root causes of defects or performance concerns.
• Work with global headquarters and affiliated companies to support technical inquiries and product evaluations for internationally sourced products.
• Review and update product pages on the company’s e-commerce platform to ensure accurate, complete, and user-friendly information based on manufacturer’s catalogs.
• Support product managers with technical and operational coordination as needed.
• Provide technical guidance and training to internal teams, including support for new product page creation and ongoing staff development.
• Identify product information and obtain quotes from suppliers to quickly build the product for a one-off sourcing request from the customers.
• Identify opportunities to expand product lines based on sourcing activities and recommend additions to the e-commerce catalog.
• Participate in trade shows to promote product offerings and represent the company.
• Support sales activities by joining customer visits, conference calls, and training sessions (e.g., lunch-and-learn events).
• Assist product managers in developing and implementing new services to enhance business competitiveness.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level