Product Support & Applications Engineer

Company:

Sage Parts is the world's largest supplier of GSE (Ground Support Equipment) and airport-related equipment replacement parts with operations in The United States, Canada, Chile, France, Hong Kong, Singapore, Peru, South Africa, and The United Kingdom. Sage Parts supplies replacement parts and accessories for all types and brands of GSE. Sage provides supply chain management, on site supply services, single source supply, logistics solutions, engineering solutions and other cost reduction programs.

Summary:

The Product Support & Applications Engineer II is responsible for supporting the successful deployment, installation, training, and ongoing support of the Company's RAMPTECH G2.9L REPOWER PACK, RAMPTECH IBS SYSTEMS, and future product platforms.

This position serves as the primary liaison between customers and internal teams to ensure successful product implementation, customer satisfaction, and long-term product performance. The role supports field installations, technical training, troubleshooting, warranty administration, product performance monitoring, and continuous improvement initiatives.

In addition, this position provides valuable customer and market insights that support future product development, competitive benchmarking, product reliability improvements, and commercialization efforts. As product adoption continues to expand, this role will help establish and maintain the processes, documentation, and technical knowledge necessary to support a scalable and consistent customer experience

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Product Deployment & Customer Support

• Support customer onboarding, product installations, commissioning, and technical implementation efforts.
• Primary technical contact for post-sale support, troubleshooting, and issue resolution.
• Work closely with customers to ensure successful product adoption, utilization, and satisfaction.

Training & Documentation

• Develop and deliver customer training programs related to product operation, maintenance, and best practices.
• Create and maintain technical documentation, training materials, installation procedures, and support resources.

Product Performance & Warranty Management

• Collect, analyze, and maintain product performance data, service records, and customer support documentation.
• Track warranty claims, service activities, and field performance trends to support product reliability and continuous improvement initiatives.
• Assist with root cause investigations and corrective actions as required.

Market Intelligence & Product Improvement

• Gather customer feedback and field observations to support product enhancements and future product development.
• Monitor competitive products, pricing, market trends, and feature offerings.
• Provide recommendations to improve product performance, customer experience, and market competitiveness.

Cross-Functional Collaboration

• Collaborate with Sales, Engineering, Operations, Quality, and Product Management teams to support customer requirements and business objectives.
• Assist with new product introductions, commercialization activities, and continuous improvement initiatives.
• Internal resource for product knowledge, customer feedback, and field performance insights.

REQUIREMENTS / REQUESTED QUALIFICATIONS

Education

• Bachelor's degree in Engineering, Engineering Technology, Mechanical Engineering, Electrical Engineering, Industrial Engineering, Technical Management, Business, or a related technical discipline preferred.
• Equivalent combination of education, technical training, and relevant experience may be considered.

Experience

• Minimum 5-8 years of experience in technical product support, applications engineering, field service engineering, systems implementation, product support, technical sales support, or related technical roles.
• Experience supporting industrial equipment, engineered systems, automation products, instrumentation, electromechanical systems, or capital equipment strongly preferred.
• Experience working directly with customers in a technical environment.
• Experience conducting customer training, technical presentations, and field support activities preferred.
• Experience with installations, troubleshooting, warranty administration, and service documentation preferred.

Knowledge, Skills & Abilities

• Strong technical aptitude and troubleshooting skills.
• Ability to understand and communicate complex technical concepts.
• Strong customer service and relationship management skills.
• Excellent verbal, written, and presentation communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple projects and priorities simultaneously.
• Experience maintaining technical records, service documentation, and warranty tracking systems.
• Ability to analyze technical and operational data and prepare meaningful reports.
• Proficiency with Microsoft Office applications, CRM systems, ERP systems, and related business software.
• Self-motivated with the ability to work independently and collaboratively in a cross-functional environment.

WORKING CONDITIONS & TRAVEL

• Position is based at Company Headquarters.
• Primarily office-based with regular interaction across Engineering, Operations, Quality, and Commercial teams; and suppliers.
• Approximately 25-40% travel required.
• Ability to work safely in workshop facilities, customer sites, and industrial environments.
• Ability to stand, walk, bend, and climb as required during product installations and customer support activities.
• Ability to lift and carry equipment, tools, training materials, and demonstration units up to 25 pounds.
• Occasional extended hours may be required to support customer needs, installations, product launches, or business objectives.

We stand behind our customers, products, and services as responsibility, support and continuous improvement are the key words which drive our work attitude. We also believe in work as an essential way to achieve success, and we aim to build a work environment which fosters individual growth and personal achievement for our employees through empowerment.

If our values match yours, we would like to hear from you!

Benefits Offered Include:

Medical, Dental, Vision, Short/Long-Term Disability, Life Insurance, 401(k) plan, HC-FSA, DC-FSA, HAS, Paid time off, Holidays.

Sage Parts is an equal opportunity employer. Hiring, promotion, transfer, compensation, benefits, discipline, termination and all other employment decisions are made without regard to race, color, religion, sex, sexual orientation, creed, age, disability, national origin, genetic information, veteran status, pregnancy, childbirth, medical needs arising from pregnancy or childbirth, medical conditions related to pregnancy or childbirth, including, but not limited to, lactation, or any other characteristics protected by law, unless a bona fide occupational qualification applies.