Product Support Engineer
About The Position
As a Product Support Engineer, you will be the technical escalation point for Field Engineering and the internal expert for one to two assigned system types. You will be the connective tissue that brings product expertise and support knowledge to the broader Fleet Operations org and the Field Service Engineering team specifically. Your primary responsibility is simple: keep the field moving. When a Field Service Engineer (FSE) encounters a problem they cannot resolve, you will step in to diagnose the issue, develop a troubleshooting path, determine the right remediation plan, and drive toward a solution quickly. You will also look beyond the individual ticket. You will review failures across the fleet, identify repeat problems, and work with Product Engineering when something needs a permanent product fix. You will become increasingly more knowledgeable on a range of Formic’s products, ensuring that we’re able to support and deliver on operational needs while minimizing the demand on Product and Software resources. This is an in-office role based in Bolingbrook, IL or Oakland, CA. You will work closely with Field Service Engineers in the field and directly with Engineering and Design teams in the office.
Requirements
- 7+ years of experience with industrial automation, robotics, or manufacturing equipment
- Strong troubleshooting skills across mechanical, electrical, controls, and automation systems
- Experience with PLCs, industrial robots, safety equipment, vision, networking, or other technologies relevant to the product you support
- Comfortable working directly with equipment to reproduce problems and test solutions
- Able to use data and evidence to work through complex technical problems
- Able to recognize when an issue is isolated versus part of a larger product problem
- Strong written and verbal communication
- Comfortable working across Field Engineering, Product Engineering, and Design
- Able to take ownership of an escalation and drive it until there is a clear next step
- Able to work from the Chicago or Oakland office during normal weekday hours
Nice To Haves
- Bachelor’s degree in engineering or a related technical field
- Experience supporting automation deployed across multiple customer sites
- Experience building technical support documentation or knowledge bases
- Experience working between field service and product engineering teams
- Experience using failure and service data to reduce repeat issues and repeat site visits
Responsibilities
- Own technical escalations for your assigned system types
- Support FSEs with complex troubleshooting and root cause identification
- Review logs, system data, configurations, drawings, and failure history to determine next steps
- Reproduce field failures on equipment in the office
- Test PLC, robot, software, electrical, and configuration changes to prove or disprove a theory
- Build clear troubleshooting plans that FSEs can execute in the field
- Identify repeat failures and trends across the fleet
- Escalate systemic product issues to Product Engineering with clear data, testing, and recommendations
- Work directly with Engineering and Design to answer technical questions and remove blockers for the field
- Own and improve the knowledge base for your assigned systems
- Maintain troubleshooting guides, known issues, procedures, configurations, and lessons learned
- Look for ways to reduce repeat visits and improve first-time resolution
- Travel occasionally when the job requires it
Benefits
- Full-service support
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What This Job Offers
Job Type
Full-time
Career Level
Senior
