Product Support Engineer

Job Title: Product Support Engineer
Location: Oxford, Georgia
Type: Direct Hire
Work Model: Onsite-Travel Required

Product Support Engineer Position Summary
The Product Support Engineer provides hands-on technical support to sales and operations teams and serves as a key technical resource for customers. This role combines field service expertise, customer relationship management, technical troubleshooting, and commercial awareness to support customer success and operational performance.
You will work directly with customers to evaluate extrusion process challenges, perform onsite surveys, troubleshoot equipment and process issues, recommend products and solutions, and support the successful execution of customer projects. This position requires extensive travel to customer facilities and collaboration with internal teams in Georgia and Wisconsin.

Key Responsibilities
Technical field service support
•Conduct onsite inspections, technical surveys, and process evaluations at customer facilities
•Diagnose and troubleshoot extrusion system performance issues, including breaker plates, screen packs, melt filtration systems, and related process components
•Evaluate mechanical, thermal, hydraulic, pneumatic, and process-related issues affecting production
•Support startups, equipment performance evaluations, maintenance recommendations, and process optimization
•Create technical reports with findings, recommendations, corrective actions, and follow-up actions
•Act as a primary technical resource during urgent customer production issues

Customer technical support
•Provide remote and onsite troubleshooting support via phone, email, video conferencing, and customer visits
•Partner with customers to identify root causes of process inefficiencies and equipment performance challenges
•Build trusted relationships with production, maintenance, engineering, and management teams
•Deliver technical product training and best-practice guidance
•Travel to customer sites to support installations, assessments, and operational improvement efforts

Sales and commercial support
•Partner with sales to support business development and customer retention
•Participate in customer meetings, technical presentations, and product demonstrations
•Identify opportunities to expand product and service adoption through technical consultation
•Provide recommendations that align customer requirements to available products and solutions
•Support proposal development, quoting, and project scoping
•Gather market feedback on customer needs, industry trends, and competitive activity
•Support key account growth through proactive customer engagement

Operations and cross-functional collaboration
•Serve as a technical liaison between customers, sales, manufacturing, and operations teams
•Communicate customer feedback related to product performance and service requirements
•Support troubleshooting of manufacturing and product performance issues as needed
•Contribute to continuous improvement efforts related to product design, manufacturing processes, and customer service
•Work closely with teams in Georgia and Wisconsin to support alignment and execution

Documentation and reporting
•Maintain accurate service reports, visit summaries, expense reports, and CRM updates
•Track customer issues through resolution and provide timely status updates to stakeholders
•Document technical findings, recommendations, and outcomes in a timely manner
•Provide regular updates to leadership regarding customer activity, opportunities, and operational concerns

Safety and compliance
•Follow all safety policies and customer site safety requirements
•Promote safe work practices during field service activities and facility visits
•Use appropriate PPE and comply with applicable safety regulations
•Represent the organization professionally and ethically at all times

Qualifications
Education
•Associate degree in Mechanical Engineering Technology, Manufacturing Technology, Industrial Technology, or a related technical field preferred
•Equivalent combination of education, technical training, and relevant experience will be considered

Experience
•5 or more years of field service, industrial maintenance, manufacturing engineering, process engineering, or technical customer support experience
•Experience supporting extrusion equipment, plastics processing systems, filtration systems, industrial machinery, or related manufacturing technologies preferred
•Demonstrated experience providing onsite troubleshooting and technical service support
•Experience working directly with customers in industrial manufacturing environments

Required Knowledge, Skills, and Abilities
Technical
•Strong mechanical troubleshooting and root-cause analysis skills
•Working knowledge of extrusion processes and industrial manufacturing equipment
•Ability to read engineering drawings, mechanical schematics, and technical documentation
•Understanding of continuous improvement and structured problem-solving methods
•Proficiency with Microsoft Office and CRM tools

Customer and commercial
•Strong customer-facing communication and relationship-building skills
•Ability to explain technical concepts to technical and non-technical audiences
•Commercial awareness and the ability to identify opportunities for product and service growth
•Strong presentation and meeting facilitation skills
•Strong written and verbal communication skills

Travel requirements
•Extensive travel to customer locations across North America
•Frequent overnight travel
•Regular travel between Georgia and Wisconsin
•Valid driver’s license and ability to maintain insurable driving status required
•Valid passport or ability to obtain one preferred

System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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Ref: #706-IT York