Senior Product Support Engineer - Industrial Automation

Motion Control; Rockford (IL); On-site; USD 90,000 - 140,000; Full time

Job summary

Formic is seeking a Product Support Engineer to serve as the technical escalation point for Field Engineering. You will be the internal expert for one to two system types and connect product knowledge with fleet operations to keep the field moving.

You will diagnose issues, create troubleshooting paths, determine remediation, and drive solutions quickly. You will review failures across the fleet, collaborate with Product Engineering on permanent fixes, and expand your knowledge of Formic’s

Qualifications

• 7+ years of experience with industrial automation, robotics, or manufacturing equipment.
• Strong troubleshooting skills 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.

Responsibilities

• Own technical escalations for 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

Troubleshooting

PLCs/Robots/Vision

Data-driven problem solving

Strong communication

Education

Bachelor’s degree in engineering or related field

Job description

Formic is seeking a Product Support Engineer to serve as the technical escalation point for Field Engineering. You will be the internal expert for one to two system types and connect product knowledge with fleet operations to keep the field moving.

You will diagnose issues, create troubleshooting paths, determine remediation, and drive solutions quickly. You will review failures across the fleet, collaborate with Product Engineering on permanent fixes, and expand your knowledge of Formic’s