Product Support Engineer

Product Support Customer Service Customer Support Diagnostic Tools Technical Support New Product Development Artificial Intelligence Technical Documentation Field Service Management Engineering Design Process Employee Assistance Programs Continuous Improvement Process Troubleshooting (Problem Solving), The Product Support Engineer serves as the primary technical escalation point for complex field issues, leading root cause investigations and coordinating cross-functional teams to deliver timely and effective solutions while minimizing customer downtime. This role provides advanced support for equipment installations, upgrades, new product introductions, and reliability improvements, working closely with engineering teams to enhance product performance, serviceability, and customer satisfaction. The Product Support Engineer also develops technical documentation and training materials, represents field and customer feedback during product reviews, and ensures compliance with applicable safety and environmental standards. Responsibilities

• Act as the primary technical escalation point for complex field issues and customer concerns.
• Lead root cause investigations for equipment failures and performance issues, ensuring thorough analysis and effective resolution.
• Coordinate cross-functional teams, including engineering and field service, to deliver timely and durable solutions that minimize customer downtime.
• Provide advanced technical support for equipment installations, upgrades, and new product introductions in the field.
• Support reliability improvement initiatives by identifying recurring issues, recommending design or process changes, and validating corrective actions.
• Partner with engineering teams on troubleshooting complex electromechanical systems, conducting failure analysis, and defining corrective and preventive actions.
• Contribute to serviceability enhancements by providing feedback on product design, maintenance procedures, and field repair strategies.
• Develop, update, and maintain technical documentation, including service manuals, troubleshooting guides, and field bulletins.
• Create and deliver training materials and sessions to support field service teams and customers in the proper use, maintenance, and troubleshooting of equipment.
• Represent field and customer feedback during product reviews and design discussions to ensure products meet operational and service requirements.
• Ensure all support activities and recommendations comply with applicable safety and environmental standards.
• Perform data analysis on field performance and service records to identify trends, drive continuous improvement, and support decision-making.
• Provide responsive customer service by addressing technical inquiries, offering guidance, and supporting issue resolution remotely and on-site as needed.
• Travel to customer sites, as required, to support critical installations, complex troubleshooting, and escalated service events., Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools. Related Jobs Product Support Engineer Actalent

Horsham, PA*Remote

Visionary Leadership Innovation Reliability Coordinating Communication Data Analysis Investigation Product Design Problem Solving Medical Devices Product Support Customer Service Customer Support Diagnostic Tools Technical Support New Product Development Artificial Intelligence Technical Documentation Field Service Management Engineering Design Process Employee Assistance Programs Continuous Improvement Process Troubleshooting (Problem Solving) +0

Leadership Innovation Reliability Coordinating Communication Data Analysis Investigation Product Design Problem Solving, * Bachelor’s degree in Engineering, preferably in mechanical or electrical engineering.

• Experience troubleshooting complex electromechanical equipment, such as capital equipment, medical devices, or military systems.
• Strong technical support and product support background with hands-on troubleshooting experience.
• Proficiency in data analysis and root cause problem-solving methodologies.
• Ability to lead and coordinate cross-functional teams during technical escalations and investigations.
• Excellent customer service skills, with the ability to communicate technical information clearly to diverse audiences.
• Willingness and flexibility to travel up to 30% for on-site support and field activities.

Additional Skills & Qualifications

• Experience working with capital equipment in highly regulated or mission-critical environments.
• background in collaborating with engineering teams on failure analysis, corrective actions, and serviceability improvements.
• Experience creating technical documentation, such as service manuals, troubleshooting guides, and training materials.
• Ability to represent field and customer perspectives in product reviews and design discussions.
• Familiarity with safety and environmental standards relevant to complex electromechanical equipment.

This is a Permanent position based out of Horsham, PA. Pay and Benefits

The pay range for this position is $75000.00 - $115000.00/yr.

Medical, Dental, and Vision 401(k) with Company Match Holiday, Vacation, and Sick Time Flexible Spending Accounts (FSA) Commuter Benefits Life and Accident Insurance Disability Insurance Tuition Reimbursement Employee Assistance Program (EAP) Identity Theft Remediation Emergency Travel Assistance Workplace Type

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 20,000 consultants and 5,000 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a ClearlyRated Best of Staffing® winner for both client and talent service.