Product Support Engineer

Actalent; False Pass (AK); On-site; USD 70,000 - 90,000; Full time

Job summary

Actalent is seeking a Product Support Engineer to serve as the primary technical escalation point for complex field issues, leading root cause investigations and coordinating cross-functional teams to deliver timely solutions while minimizing downtime. You will work closely with engineering and field service to enhance product performance and customer satisfaction.

The role includes advanced support for installations, upgrades, and new product introductions, composing technical documentation,

Qualifications

• Bachelor's degree in Mechanical or Electrical Engineering.
• Experience troubleshooting complex electromechanical equipment.
• Strong data analysis & root cause problem solving.
• Ability to lead cross-functional teams during escalations.
• Willingness to travel up to 30%.

Responsibilities

• Act as the primary technical escalation point for complex field issues and customer concerns.
• Lead root cause investigations for equipment failures and performance issues, ensuring thorough analysis and effective resolution.
• Coordinate cross-functional teams, including engineering and field service, to deliver timely and durable solutions that minimize customer downtime.
• Provide advanced technical support for equipment installations, upgrades, and new product introductions in the field.
• Support reliability improvement initiatives by identifying recurring issues, recommending design or process changes, and validating corrective actions.
• Partner with engineering teams on troubleshooting complex electromechanical systems, conducting failure analysis, and defining corrective and preventive actions.
• Contribute to serviceability enhancements by providing feedback on product design, maintenance procedures, and field repair strategies.
• Develop, update, and maintain technical documentation, including service manuals, troubleshooting guides, and field bulletins.
• Create and deliver training materials and sessions to support field service teams and customers in the proper use, maintenance, and troubleshooting of equipment.
• Represent field and customer feedback during product reviews and design discussions to ensure products meet operational and service requirements.
• Ensure all support activities and recommendations comply with applicable safety and environmental standards.
• Perform data analysis on field performance and service records to identify trends, drive continuous improvement, and support decision-making.
• Provide responsive customer service by addressing technical inquiries, offering guidance, and supporting issue resolution remotely and on-site as needed.
• Travel to customer sites, as required, to support critical installations, complex troubleshooting, and escalated service events.

Skills

Cross-functional coordination

Root cause analysis

Data analysis

Customer service

Troubleshooting

Travel readiness

Education

Bachelor's degree in Engineering

Job description

Job Description

Job Description

Job Title: Product Support Engineer

Job Description

The Product Support Engineer serves as the primary technical escalation point for complex field issues, leading root cause investigations and coordinating cross-functional teams to deliver timely and effective solutions while minimizing customer downtime. This role provides advanced support for equipment installations, upgrades, new product introductions, and reliability improvements, working closely with engineering teams to enhance product performance, serviceability, and customer satisfaction. The Product Support Engineer also develops technical documentation and training materials, represents field and customer feedback during product reviews, and ensures compliance with applicable safety and environmental standards.

Responsibilities

• Act as the primary technical escalation point for complex field issues and customer concerns.
• Lead root cause investigations for equipment failures and performance issues, ensuring thorough analysis and effective resolution.
• Coordinate cross-functional teams, including engineering and field service, to deliver timely and durable solutions that minimize customer downtime.
• Provide advanced technical support for equipment installations, upgrades, and new product introductions in the field.
• Support reliability improvement initiatives by identifying recurring issues, recommending design or process changes, and validating corrective actions.
• Partner with engineering teams on troubleshooting complex electromechanical systems, conducting failure analysis, and defining corrective and preventive actions.
• Contribute to serviceability enhancements by providing feedback on product design, maintenance procedures, and field repair strategies.
• Develop, update, and maintain technical documentation, including service manuals, troubleshooting guides, and field bulletins.
• Create and deliver training materials and sessions to support field service teams and customers in the proper use, maintenance, and troubleshooting of equipment.
• Represent field and customer feedback during product reviews and design discussions to ensure products meet operational and service requirements.
• Ensure all support activities and recommendations comply with applicable safety and environmental standards.
• Perform data analysis on field performance and service records to identify trends, drive continuous improvement, and support decision-making.
• Provide responsive customer service by addressing technical inquiries, offering guidance, and supporting issue resolution remotely and on-site as needed.
• Travel to customer sites, as required, to support critical installations, complex troubleshooting, and escalated service events.

Essential Skills

• Bachelor's degree in Engineering, preferably in mechanical or electrical engineering.
• Experience troubleshooting complex electromechanical equipment, such as capital equipment, medical devices, or military systems.
• Strong technical support and product support background with hands-on troubleshooting experience.
• Proficiency in data analysis and root cause problem-solving methodologies.
• Ability to lead and coordinate cross-functional teams during technical escalations and investigations.
• Excellent customer service skills, with the ability to communicate technical information clearly to diverse audiences.
• Willingness and flexibility to travel up to 30% for on-site support and field activities.

Additional Skills & Qualifications

• Experience working with capital equipment in highly regulated or mission-critical environments.
• background in collaborating with engineering teams on failure analysis, corrective actions, and serviceability improvements.
• Experience creating technical documentation, such as service manuals, troubleshooting guides, and training materials.
• Ability to represent field and customer perspectives in product reviews and design discussions.
• Familiarity with safety and environmental standards relevant to complex electromechanical equipment.

Work Environment

The Product Support Engineer works in a dynamic environment that combines office-based analysis with field-based customer support. The role involves close collaboration with engineering, field service, and other cross-functional teams, using diagnostic tools, technical documentation, and data analysis to resolve complex issues. The position requires up to 30% travel to customer sites, where the engineer may support installations, upgrades, troubleshooting, and new product introductions in operational facilities. Work may occur in laboratory, manufacturing, or customer production env