Product Support Engineer: Field Tech & Reliability Advocate

Cadwell; United States; Remote; USD 96,000 - 128,000; Full time

Job summary

Cadwell is seeking a Product Support Engineer to act as the technical SME, reducing escalations and improving product performance. You will collaborate with Engineering, Production, and R&D, advocating for reliability across the product lifecycle and delivering proactive technical training.

The role emphasizes data-driven analysis, root-cause investigations, and travel to Cadwell HQ and customer sites as required, with a focus on high-quality, regulation-compliant support.

Qualifications

• Bachelor's degree in Engineering, Business, or related field; equivalent experience will be considered.
• Proven ability to own complex issues and drive resolution, on-site or remotely.
• Experience in regulated environments (ISO, FDA, MDR) preferred.
• Familiarity with service management software and analytics tools.

Responsibilities

• Lead Tier 3 troubleshooting and root-cause analysis for complex customer issues.
• Bridge service operations with QARA, R&D, and Production to resolve escalations and conduct investigations.
• Develop technical training and knowledge resources for the support team.
• Analyze support trends to identify risks and improve product reliability.
• Provide feedback to R&D and product teams to improve design and customer experience.
• Leverage KPIs to improve first-time fix rates and reduce ownership costs.

Skills

Root-cause analysis

Troubleshooting

Cross-functional collaboration

Field investigations

Data-driven decision-making

Technical documentation

Education

Bachelor's degree in Engineering, Business, or related field

Equivalent experience

Tools

Azure DevOps

Windows Event Viewer

CRM systems

Analytics tools

Job description

Cadwell is seeking a Product Support Engineer to act as the technical SME, reducing escalations and improving product performance. You will collaborate with Engineering, Production, and R&D, advocating for reliability across the product lifecycle and delivering proactive technical training.

The role emphasizes data-driven analysis, root-cause investigations, and travel to Cadwell HQ and customer sites as required, with a focus on high-quality, regulation-compliant support.