Product Support Engineer
About the role
As a Product Support Engineer, you will be the technical escalation point for Field Engineering and the internal expert for one to two assigned system types. You will be the connective tissue that brings product expertise and support knowledge to the broader Fleet Operations org and the Field Service Engineering team specifically.
Your primary responsibility is simple: keep the field moving. When a Field Service Engineer (FSE) encounters a problem they cannot resolve, you will step in to diagnose the issue, develop a troubleshooting path, determine the right remediation plan, and drive toward a solution quickly.
You will also look beyond the individual ticket. You will review failures across the fleet, identify repeat problems, and work with Product Engineering when something needs a permanent product fix. You will become increasingly more knowledgeable on a range of Formic’s products, ensuring that we’re able to support and deliver on operational needs while minimizing the demand on Product and Software resources.
This is an in-office role based in Bolingbrook, IL or Oakland, CA. You will work closely with Field Service Engineers in the field and directly with Engineering and Design teams in the office.
In this role you will:
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
What makes you a great fit:
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
Able to work from the Chicago or Oakland office during normal weekday hours
Bonus points if you have:
Bachelor’s degree in engineering or a related technical field
Experience supporting automation deployed across multiple customer sites
Experience building technical support documentation or knowledge bases
Experience working between field service and product engineering teams
Experience using failure and service data to reduce repeat issues and repeat site visits