Product Support Engineer

Job Title: Product Support EngineerJob Description

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.

Essential Skills

• 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.

Work Environment

The Product Support Engineer works in a dynamic environment that combines office-based analysis with field-based customer support. The role involves close collaboration with engineering, field service, and other cross-functional teams, using diagnostic tools, technical documentation, and data analysis to resolve complex issues. The position requires up to 30% travel to customer sites, where the engineer may support installations, upgrades, troubleshooting, and new product introductions in operational facilities. Work may occur in laboratory, manufacturing, or customer production environments, requiring adherence to all applicable safety and environmental procedures and site-specific policies.

Job Type & Location

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

This is a hybrid position in Horsham,PA.

Application Deadline

This position is anticipated to close on Aug 24, 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 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.

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.