Product Support Engineer: Escalation & Reliability Lead

Generac Power Systems Inc; Town of Beaver Dam (WI); On-site; USD 85,000 - 120,000; Full time

Job summary

Generac Power Systems Inc. is seeking a Product Support Engineer to own escalation processes and provide daily technical support across Operations, QC, and Supply Chain.

You will drive rapid root-cause analysis, implement corrective actions, and collaborate with Product Development and Engineering teams to standardize processes and improve reliability. The role emphasizes cross-functional leadership, involvement in ECO/ECN activities, and sustaining product lifecycle support for C&I equipment.

Qualifications

• 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.
• Applies structured problem-solving methodologies (e.g., 8D) to address top field quality issues.
• Capable of driving warranty cost reduction, improving MTBF, and preventing repeat issues.
• Proficient in maintaining Bill of Materials (BOM) accuracy and ensuring specification conformance during gate reviews and production audits.

Responsibilities

• Provide daily technical support to Operations (line builds, start-up, test, PPAP/first articles, build issues), triaging and burning down shop-floor defects and barriers.
• Coordinate fast-turn fixes and interim containments, then drive permanent corrective actions.
• Partner with plant leadership (manufacturing, quality, supply chain) to meet SQDRC targets; ensure bills of material, routings, and drawings reflect the current build standard for C&I products.
• Material life cycle management including E&O, product cannibalization impacts.
• Support Sustaining org: Contribute in 8D, root cause analysis (5 Why, Fishbone), interim (ICA) and permanent corrective actions (PCA), and reliability analyses to improve field performance and reduce rework/warranty.
• Support configuration management for assigned products (ETO/CTO, SEQ) and ensure BOM accuracy across planning/production/service variants.
• Chair/drive the supplier-driven change. Change Review Board inputs for your scope; manage ECNs from identification through validation and release.
• Cross-functional collaboration. Work hand in glove with Product Management, NPD/Systems Engineering, Compliance/Test, and Supply Chain to prevent recurrence, standardize parts/options, and mature design-for-reliability/DFM/AQPs across platforms.
• People leadership & ways of working. Collaborate well across plants and functions while maintaining urgency and calm under pressure. Use visual management, daily standups, and tiered escalation to speed decision-making.
• Foster collaboration between engineering departments to identify and harvest new engineering concepts, technologies, techniques, standards and procedures.

Skills

BOM management

FPY improvement

ECN management

Root cause analysis

8D problem solving

Cross-functional collaboration

Education

Bachelor's Degree in Engineering

Tools

SAP

Windchill/PLM

Job description

Generac Power Systems Inc. is seeking a Product Support Engineer to own escalation processes and provide daily technical support across Operations, QC, and Supply Chain.

You will drive rapid root-cause analysis, implement corrective actions, and collaborate with Product Development and Engineering teams to standardize processes and improve reliability. The role emphasizes cross-functional leadership, involvement in ECO/ECN activities, and sustaining product lifecycle support for C&I equipment.