POSITION SUMMARY
We are seeking a Product Service Engineer to provide technical product support for advanced technology used in industrial and mining environments. This role focuses on product validation, technical troubleshooting, New Product Introduction (NPI), Continuous Product Improvement (CPI), and advanced customer support.
The Product Service Engineer will investigate and diagnose application and technical problems, evaluate product defects, support newly developed products, and help resolve escalated issues impacting customer production systems. The position works closely with a global technical team and both internal and external customers.
KEY RESPONSIBILITIES
- Support New Product Introduction (NPI) projects and related deliverables.
- Create technical documentation for newly developed products.
- Validate the form, fit, and function of new products and technologies.
- Support Continuous Product Improvement (CPI) initiatives.
- Investigate and evaluate defects in production products.
- Troubleshoot and diagnose application and technical issues.
- Triage advanced technical escalations and help restore customer production systems.
- Provide technical product support to internal and external customers.
- Work collaboratively with engineering, product, and technical teams.
- Gather and analyze technical data to identify issues and support problem resolution.
- Support technology in industrial, production, and field environments.
REQUIRED QUALIFICATIONS
- 3–4+ years of relevant technical, product support, or service engineering experience.
- Experience with New Product Introduction (NPI) and Continuous Product Improvement (CPI) processes.
- Bachelor's degree in Computer Science, Mining Engineering, Mechanical Engineering, or a related field.
- An Associate's degree may be considered with additional relevant experience.
- Experience supporting technology in an industrial or production environment.
- Strong technical troubleshooting and problem-solving skills.
- Experience with Azure, Linux, SQL Server, and TCP/IP networking.
- Strong customer focus and ability to work directly with internal and external customers.
- Effective written and verbal communication skills.
- Ability to work onsite full time.
- Ability and willingness to travel as required.
PREFERRED QUALIFICATIONS
- Product support or service engineering experience.
- Project management experience.
- Experience reading and working with technical schematics.
- Field-based technical support experience.
- Mining, heavy equipment, or mining technology experience.
- Experience gathering and analyzing technical data from multiple sources.
- Strong relationship management and customer service skills.
- Experience providing technical guidance or consulting to customers.
IDEAL CANDIDATE
The ideal candidate has a combination of technical product support, troubleshooting, and industrial technology experience. They should be comfortable working across software, systems, and networking technologies including Azure, Linux, SQL Server, and TCP/IP.
Candidates with backgrounds as a Product Support Engineer, Product Service Engineer, Product Service Consultant, Technical Support Engineer, Field Application Engineer, Technical Services Engineer, or similar technical product support role may be a strong fit.
IMPORTANT
This is a full-time onsite position. Candidates must currently reside within approximately 50 miles of the worksite. Candidates requiring relocation or seeking remote work will not be considered.