Product Support Engineer/ Reliability Engineer

Engineering Resource Group, Inc.; Ramsey (NJ); On-site; USD 85,000 - 110,000; Full time

Job summary

Engineering Resource Group, Inc. is seeking a Product Support Engineer/ Reliability Engineer to oversee product health post‑launch across a consumer electromechanical hardware portfolio.

You will bridge design, support, and overseas manufacturing to surface and address failures. You will analyze field returns, support tickets, and refurbishment records to surface recurring failure modes and perform hands‑on root cause analysis.

Qualifications

• Bachelor's degree in Mechanical, Electrical, Manufacturing, or Quality Engineering or equivalent hands‑on hardware experience.
• Minimum 3 years of engineering experience in a hardware environment with complex electromechanical assemblies including PCBs, wiring harnesses, sensors, enclosures, and moving mechanical parts.
• Demonstrated root cause analysis and corrective action using 8D, 5-Why, or similar structured methodologies.
• Proficient in data analysis, pulling trends from support ticketing systems, RMA databases, Excel, or BI tools.
• Experience working with overseas manufacturing facilities, including quality control procedures, supplier management, and coordinating across time zones.

Responsibilities

• Provide product health oversight after launch across a consumer electromechanical hardware portfolio.
• Analyze field return data, escalated support tickets, and refurbishment records for recurring failure modes.
• Perform hands‑on root cause analysis on returned units across defects, assembly errors, and user‑induced failures.
• Build and maintain dashboards to show leadership field performance and issue prioritization by frequency, severity, and cost.
• Develop troubleshooting trees, FAQs, and technical training materials; serve as escalation point to shield design from routine support.
• Drive corrective actions with overseas suppliers and assembly lines using 8D to install quality gates.
• Coordinate with engineering to push design changes and alternate sourcing into production.
• Track open corrective actions, resolution timelines, and closure status; support launch‑readiness reviews.

Skills

Root cause analysis

Data analysis

Cross-functional collaboration

Technical training development

Technical communication

Education

Bachelor's degree in Mechanical, Electrical, Manufacturing, or Quality Engineering

Tools

Excel

BI tools

Support ticketing systems

RMA databases

ECN processes

Firmware update cycles

Job description

• Permanent position for a Product Support Engineer/ Reliability Engineer responsible for product health after launch across a consumer electromechanical hardware portfolio, bridging design, support, and overseas manufacturing.
• Analyze field return data, escalated support tickets, and refurbishment records to surface recurring mechanical, electrical, and firmware failure modes.
• Perform hands‑on root cause analysis on returned units to separate component defects, assembly errors, design gaps, and user‑induced failures.
• Build and maintain dashboards that give leadership visibility into field performance and prioritize issues by frequency, severity, and cost impact.
• Develop troubleshooting trees, FAQs, and technical training materials, and serve as the escalation point that insulates the design team from routine support traffic.
• Drive corrective actions with overseas suppliers and assembly lines using 8D methodology to install permanent quality gates.
• Coordinate with engineering to push design changes, alternate component sourcing, and fixture updates into production to close out field issues.
• Track open corrective actions, resolution timelines, and closure status across the supplier base, and support launch‑readiness reviews for a clean handoff into post‑launch support.
• Bachelor's degree in Mechanical, Electrical, Manufacturing, or Quality Engineering, or equivalent hands‑on hardware experience.
• Minimum 3 years of engineering experience in a hardware environment with complex electromechanical assemblies including PCBs, wiring harnesses, sensors, enclosures, and moving mechanical parts.
• Demonstrated root cause analysis and corrective action using 8D, 5-Why, or similar structured methodologies.
• Proficient in data analysis, pulling trends from support ticketing systems, RMA databases, Excel, or BI tools.
• Experience working with overseas manufacturing facilities, including quality control procedures, supplier management, and coordinating across time zones.
• Familiarity with ECN processes, firmware update cycles, and post-launch change management in a consumer hardware environment.
• Ability to translate complex electromechanical concepts into clear, step‑by‑step instructions for non‑technical audiences.
• Willingness to travel to overseas manufacturing sites approximately 25% of the time for factory visits, supplier audits, and corrective action reviews.
• Experience with connected or IoT consumer products a plus.