Product Quality & Support Engineer

We are seeking a Product Quality & Support Engineer to backfill a key role on our Product Support team, fully on-site in Mossville, IL. This role focuses on product quality and customer service across construction equipment electronics, software, and systems. You will be a crucial part of ensuring our customers get the most out of their equipment - providing deep technical support that requires both strong engineering knowledge and a customer-first mindset. You will work within a highly collaborative team that pools knowledge and experience to solve customer problems, while also leveraging deep engineering expertise to quickly resolve issues and drive continuous product improvement. Key Contributions & Responsibilities

• Maintain daily communication with dealers regarding product inquiries and quality concerns.

• Conduct weekly review of quality data and trends to identify and escalate emerging issues.

• Collaborate with customers on the worksite, create solutions at company facilities, and work with dealers to deliver a superior customer service experience.

• Provide field technical support and fleet management guidance to maximize machine performance.

• Equip dealers with essential tools, parts, and service information for diagnosing, maintaining, and repairing equipment.

• Deliver technical support and contribute to the team's shared knowledge base to continuously improve response quality and resolution speed.

Team Structure & Work Environment

• You will work within a close-knit Product Support team that shares experience across products with similar electronics and architecture, while developing deep expertise in quality improvement processes and product application.

• 2-4 years of relevant experience required.

• Bachelor's or Master's degree in Engineering degree preferred; a technician background with equivalent hands-on experience will also be considered.

Top 3 Skills

• Electrical troubleshooting across complex construction equipment electronics, software, and systems.

• Clear, professional communication with dealers, customers, and internal engineering teams.

• Self-motivated with the drive to independently pursue resolutions and continuously grow technical knowledge.

Required Technical Skills

• Proficiency with Microsoft Office products.

• Hands-on experience with test and measurement equipment: multimeter and oscilloscope.

• J1939 CAN and Ethernet communication experience.

• Experience troubleshooting hydraulic systems and software.

• Familiarity with sensors including Hall Effect sensors, pressure transducers, and angle sensors.

Desired Technical Skills

• Technical writing experience.

• Data analysis skills and familiarity with Six Sigma methodologies.

• Scripting or macro development experience.

Required Soft Skills

• Friendly and empathetic approach to dealer and customer interactions - able to build trust and diffuse frustration while driving toward resolution.

• Persistent and resilient - willing to see complex problems through to a complete resolution without losing momentum.

• 401(k)

• Dental insurance

• Vision Insurance

• Disability insurance

• Employee assistance program

• Health insurance

• Health savings account

• Life insurance

• Paid time off

• Paid Holidays

Please follow the link to our website for a list of job openings in Engineering, IT, Project Management, and more! Salary expectations: 65,000-68,000 per annual