Product Support Engineer

Job Title: Product Support Engineer

Job Description

The Product Support Engineer plays a critical role in ensuring customer success by helping customers maximize the performance, reliability, and value of their equipment. This position requires a deep understanding of product technology, user experience, and real-world applications to diagnose issues, support dealers and customers, and drive continuous quality improvement across the product line.

Responsibilities

• Provide field technical support and fleet management to help customers maximize machine performance and uptime.
• Support dealers with accurate parts, service, and diagnostic information to enable effective maintenance and repair activities.
• Deliver 24/7 technical support to customers and dealers, responding promptly to urgent technical issues and service needs.
• Investigate warranty and failure claims to identify root causes and quality improvement opportunities.
• Respond to dealer technical service inquiries with clear, detailed guidance and recommended solutions.
• Collaborate closely with engineering teams to resolve complex technical issues and improve product performance and reliability.
• Communicate internally on product quality trends, failure patterns, and key findings to support continuous improvement initiatives.
• Use diagnostic tools, including multimeters and oscilloscopes, to perform electrical troubleshooting and testing on equipment.
• Analyze data from field reports, diagnostics, and failure investigations to identify patterns and recommend corrective actions.
• Create clear technical documentation, including troubleshooting guides, service bulletins, and technical reports.
• Apply Six Sigma methodologies and structured problem-solving techniques to improve product quality and customer satisfaction.
• Utilize scripting and macros to streamline data analysis, reporting, and diagnostic processes.
• Support and guide dealers and customers in the use of software tools and interfaces related to equipment diagnostics and configuration.
• Develop subject-matter expertise in product applications, electronics, and architectures to support a broad range of equipment.
• Share knowledge, best practices, and lessons learned with team members to enhance overall team capability and performance.

Essential Skills

• 2–4 years of relevant experience in product support, field service, or a closely related engineering role.
• Associate’s or Bachelor’s degree in Engineering; both degree levels are accepted.
• Internship experience accepted as part of the overall required experience.
• Proficiency with Microsoft Office products for documentation, reporting, and analysis.
• Strong skills in electrical diagnostics and troubleshooting of complex equipment.
• Hands-on experience using multimeters and oscilloscopes for testing and measurement.
• Knowledge of J1939 CAN communication systems and related diagnostic practices.
• Experience working with Ethernet-based systems in an industrial or equipment context.
• Understanding of hydraulic systems and their integration with electrical and electronic controls.
• Software troubleshooting skills, including diagnosing software-related issues on equipment.
• Familiarity with sensors such as Hall Effect sensors, pressure transducers, and angle sensors.
• Technical writing skills to produce clear, concise service documentation and reports.
• Data analysis skills to interpret field data, failure reports, and performance metrics.
• Working knowledge of Six Sigma methodologies and structured problem-solving approaches.
• Ability to use scripting and macros to automate or streamline analysis and reporting tasks.
• Clear and effective verbal and written communication skills.
• Friendly, empathetic approach to customer and dealer interactions.
• Self-motivated mindset with the ability to work independently and manage priorities.
• Persistent problem-solving attitude with a focus on resolving complex technical issues.
• Experience with CAT equipment or systems.

Additional Skills & Qualifications

• Experience supporting heavy equipment, industrial machinery, or similar complex systems.
• Experience working with dealer networks or channel partners in a technical support capacity.
• Exposure to fleet management practices and tools.
• Experience collaborating with cross-functional engineering teams on product quality improvements.
• Familiarity with quality improvement processes and continuous improvement initiatives.
• Comfort presenting technical findings and recommendations to both technical and non-technical audiences.

Work Environment

This role operates within a highly collaborative team environment where engineers share knowledge and experience to solve customer problems efficiently. The team works closely with engineering groups to quickly resolve issues and drive continuous improvement across products that share similar electronics and architectures. You will develop subject-matter expertise in quality improvement processes and product applications while engaging daily with modern diagnostic tools, J1939 CAN and Ethernet-based systems, sensors, and hydraulic systems. The work environment emphasizes diversity, inclusion, and ethical business practices, encouraging collaboration, integrity, and doing business the right way. Hours may include providing 24/7 technical support coverage, requiring flexibility to respond to urgent customer and dealer needs. The setting combines office-based analysis and documentation with field and dealer interaction, offering a dynamic mix of technical problem-solving and customer-facing support.

This is a Contract position based out of Chillicothe, IL.

The pay range for this position is $26.00 - $34.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Chillicothe,IL.

This position is anticipated to close on Jun 16, 2026.

About Actalent

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 30,000 consultants and more than 4,500 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actalentaccommodation@actalentservices.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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.

Salary : $26 - $34