Senior Product Support Engineer, Factory Automation

Formic Technologies Inc.; Bolingbrook, Northern (IL, KY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Formic is seeking a Product Support Engineer in Bolingbrook, IL or Oakland, CA to be the escalation point for Field Engineering and the internal expert for assigned system types. You will diagnose issues, develop troubleshooting paths, and drive remediation to a fast resolution.

You will review failures across the fleet, collaborate with Product Engineering to implement permanent fixes, and build knowledge bases to reduce repeat visits.

Qualifications

• 7+ years of experience with industrial automation, robotics, or manufacturing equipment.
• Strong troubleshooting across mechanical, electrical, controls, and automation systems.
• Experience with PLCs, industrial robots, safety equipment, vision, networking, or other technologies relevant to the product you support.
• Comfortable working directly with equipment to reproduce problems and test solutions.
• Able to use data and evidence to work through complex technical problems.
• Able to recognize when an issue is isolated versus part of a larger product problem.
• Strong written and verbal communication.
• Comfortable working across Field Engineering, Product Engineering, and Design.
• Able to take ownership of an escalation and drive it until there is a clear next step.
• Able to work from the Chicago or Oakland office during normal weekday hours

Responsibilities

• Own technical escalations for your assigned system types
• Support FSEs with complex troubleshooting and root cause identification
• Review logs, system data, configurations, drawings, and failure history to determine next steps
• Reproduce field failures on equipment in the office
• Test PLC, robot, software, electrical, and configuration changes to prove or disprove a theory
• Build clear troubleshooting plans that FSEs can execute in the field
• Identify repeat failures and trends across the fleet
• Escalate systemic product issues to Product Engineering with clear data, testing, and recommendations
• Work directly with Engineering and Design to answer technical questions and remove blockers for the field
• Own and improve the knowledge base for your assigned systems
• Maintain troubleshooting guides, known issues, procedures, configurations, and lessons learned
• Look for ways to reduce repeat visits and improve first-time resolution
• Travel occasionally when the job requires it

Skills

Industrial automation

Robotics

Troubleshooting

PLCs

Electrical systems

Data analysis

Communication

Cross-functional

Field service

Ownership

Education

Bachelor’s degree in engineering or related field

Job description

Formic is seeking a Product Support Engineer in Bolingbrook, IL or Oakland, CA to be the escalation point for Field Engineering and the internal expert for assigned system types. You will diagnose issues, develop troubleshooting paths, and drive remediation to a fast resolution.

You will review failures across the fleet, collaborate with Product Engineering to implement permanent fixes, and build knowledge bases to reduce repeat visits.