Sustaining Product Support Engineer

IDEAL Industries; Sterling (MA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) with Company Match

Cash Balance Pension Plan

Education Reimbursement

Wellness Programs

Vacation

Personal Days

Volunteer Time

Holidays

Parental Leave

Job summary

IDEAL Industries is seeking a Product Support Engineer to join the engineering team in Sterling, MA. You will ensure ongoing success of existing products through issue resolution, quality improvements, and lifecycle support.

You will partner with design, manufacturing, quality, and technical support to investigate field failures, implement corrective actions, and develop test protocols. The role emphasizes clear communication and cross-functional collaboration.

Qualifications

• Bachelor's degree in Mechanical, Electrical, or a related engineering field.

Responsibilities

• Serve as the primary engineering resource for released and legacy products.
• Partner with design engineering, manufacturing, quality, and technical support to resolve product-related issues.
• Investigate field failures, customer feedback, and manufacturing deviations using structured root-cause methods (e.g., 8D, 5-Why) and implement effective corrective actions.
• Design and implement product improvements that enhance functionality, reliability, and manufacturability.
• Evaluate and implement product, material, supplier, and manufacturing changes—including alternate components and cost-reduction initiatives with procurement—balancing cost, availability, quality, and compliance.
• Develop test protocols to validate design changes against product specifications and quality standards.
• Create and maintain engineering documentation, including engineering change orders (ECOs), DFMEA/PFMEA, technical reports, and test records.
• Support new product development through design reviews, prototyping, and test planning.
• Provide regular status updates to stakeholders on sustaining engineering projects and initiatives.

Skills

SolidWorks

GD&T

Root-cause analysis

Technical communication

Cross-functional collaboration

Education

Bachelor's degree in Mechanical, Electrical, or related engineering field

Tools

3D CAD

DFMEA/PFMEA

Job description

IDEAL Industries is seeking a Product Support Engineer to join the engineering team in Sterling, MA. You will ensure ongoing success of existing products through issue resolution, quality improvements, and lifecycle support.

You will partner with design, manufacturing, quality, and technical support to investigate field failures, implement corrective actions, and develop test protocols. The role emphasizes clear communication and cross-functional collaboration.