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About the Role
The Product Support Engineer is responsible for supporting existing product designs through root cause analysis, problem resolution, cost reduction, product improvement, and lifecycle support. This role develops and implements an escalation process to ensure rapid response and engineering solutions for escalated issues, working cross-functionally with various departments.
Responsibilities
- Provide daily technical support to Operations, triaging and resolving shop-floor defects and barriers.
- Coordinate fast-turn fixes and interim containments, then drive permanent corrective actions.
- Partner with plant leadership to meet SQDRC targets and ensure Bills of Material, routings, and drawings reflect current build standards.
- Manage material lifecycle, including E&O and product cannibalization impacts.
- Support the Sustaining organization by contributing to 8D, root cause analysis, and corrective actions to improve field performance.
- Support configuration management for assigned products and ensure BOM accuracy across variants.
- Chair and drive supplier-driven changes and manage Engineering Change Notices (ECNs) from identification through validation and release.
- Collaborate with Product Management, NPD/Systems Engineering, Compliance/Test, and Supply Chain to prevent recurrence and standardize parts.
- Foster collaboration between engineering departments to identify and harvest new engineering concepts and technologies.
- Collaborate effectively across plants and functions while maintaining urgency and calm under pressure.
- Use visual management, daily standups, and tiered escalation to speed decision-making.
Requirements
- Bachelor's Degree in Engineering or related field.
- 5 years of engineering experience.
- Strong configuration/BOM management on ETO/CTO/SEQ products.
- SAP/Windchill or equivalent PLM/ERP proficiency.
- Track record improving factory throughput/FPY and reducing warranty via structured corrective action and design-for-reliability.
- Strong ability to improve first-pass yield (FPY) and reduce start-up issue rates through proactive line support and continuous process improvement initiatives.
- Skilled in managing Engineering Change Notices (ECNs) with a focus on minimizing lead time and maximizing first-time accuracy.
- Ensures traceability from issue identification through resolution and verification.
- Applies structured problem-solving methodologies (e.g., 8D) to address top field quality issues.
- Capable of driving warranty cost reduction, improving Mean Time Between Failures (MTBF), and preventing repeat issues.
- Proficient in maintaining Bill of Materials (BOM) accuracy and ensuring specification conformance during gate reviews and production audits.
- Demonstrated ownership of cross-functional problem solving (8D, FMEA linkages, verification/validation), ECN execution, and manufacturing support.
- Experience with diesel/natural gas gensets, power systems, controls, or related C&I equipment.
- Understanding of UL/NEC and applicable compliance standards.
- Previous experience using SAP or equivalent ERP.
Skills
- Configuration/BOM management
- SAP/Windchill or equivalent PLM/ERP proficiency
- Factory throughput improvement
- Warranty reduction
- Structured corrective action
- Design-for-reliability
- First-pass yield (FPY) improvement
- Process improvement
- Engineering Change Notices (ECNs) management
- Problem-solving methodologies (e.g., 8D)
- Mean Time Between Failures (MTBF) improvement
- Bill of Materials (BOM) accuracy
- Specification conformance
- Cross-functional problem solving
- FMEA
- Verification and validation
- ECN execution
- Manufacturing support
- Diesel/natural gas gensets
- Power systems
- Controls
- C&I equipment
- UL/NEC compliance
- SAP or equivalent ERP
Location
- Onsite
Work Type
- Full-time
Experience Level
- 5 years of engineering experience
Education Level
- Bachelor's Degree in Engineering or related field
About the Company
- For more than 65 years, we've turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future.
Equal Opportunity
- We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.