Product Support Engineer

Diversified Services Network, Inc.•Peoria, IL

1d•$58,000 - $62,000

About The Position

Diversified Services Network, Inc. (DSN) is seeking a full-time Product Support Engineer to join our team in Peoria, IL! We offer full benefits, PTO, 401k, and more! If you're looking to grow your technical career within an extremely reputable, stable Fortune 500 company - let's talk!

Requirements

2–5 years of experience in product support or a related field, or equivalent combination of education and experience
Bachelor’s degree in Engineering or a related technical field preferred
Strong mechanical aptitude and product knowledge, with hands-on equipment experience
Detail-oriented with a technical background; an Engineering degree or related accredited field is preferred
Solid understanding of dealer product support networks
Demonstrated ability to apply failure analysis methodologies to diagnose and resolve issues
Proactive mindset with a strong sense of urgency in addressing product health concerns
Ability to effectively navigate product support systems and tools
Written and oral communications skills
Customer service skills

Responsibilities

Serve as the primary point of contact for dealer technical communicators, providing support for product health and technical issue resolution
Perform initial triage of product health events, including receiving, documenting, and prioritizing incident reports
Analyze and investigate reported issues to identify root causes and determine appropriate corrective actions
Provide interim and permanent repair recommendations to restore product functionality
Accurately document event details for tracking, reporting, and continuous improvement initiatives
Maintain detailed records to support data analysis and trend identification
Manage dealer inquiries through resolution, ensuring timely follow-up and effective communication throughout the process
Collaborate with internal teams to support issue resolution and improve overall product performance