Sr. Field Support Engineer

Job Title: Sr. Field Support Engineer

Experience Required: 8-10 years of product application experience

Reports To: Engineering Director

Role Summary

We are seeking a highly experienced Field Support Engineer to serve as the technical bridge between our customers and internal engineering teams. We are seeking a highly experienced Field Support Engineer to serve as the technical bridge between our customers and internal engineering teams. This is a high-visibility role where your work will be seen and valued across the organization. You''ll be in the front and center, solving real-world problems that directly impact on customer success and company reputation.

Key Responsibilities

1. Technical Troubleshooting & Field Issue Resolution

• Lead end-to-end field issue investigations, from initial intake through final resolution.
• Replicate field failure modes in controlled or simulated environments to isolate root causes.
• Partner directly with Product Engineering and R&D to validate fixes and deploy permanent solutions.
• Operate autonomously, exercising sound engineering judgment given the high variability of field conditions.

2. Customer Quality Assurance (CQE Functions)

• Manage customer complaint documentation, ensuring accuracy and traceability.
• Perform formal root cause analysis (RCA) using industry-standard methodologies (e.g., 8D reports).
• Drive corrective and preventive actions (CAPA), closing loops with both customers and internal teams

3. Process Improvement & Collaboration

• Develop scalable processes where possible, while avoiding false standardization that ignores real field variability.
• Provide structured product improvement feedback to Design and Product Engineers based on field trends.
• Mentor junior engineers indirectly by absorbing the most complex, ambiguous cases to balance team workload.

Qualifications & Experience

Required:

• BS Mechanical Engineering or equivalent degree
• 8-10 years of hands-on product application experience (field support, application engineering, or quality engineering).
• Knowledge of various materials, especially grades of steel and alloys
• Proven ability to manage complex technical issues with minimal supervision (no fixed script or template).
• Deep experience with RCA methodologies (8D, Fishbone, 5 Whys, etc.).
• Strong technical writing skills for complaint documentation and formal reports.

Preferred:

• Understanding of various International Standards relating to ball valves preferred, such as API 6A, API 6D, ASME
• Ability to use engineering design and analysis tools, as well as Microsoft Office software and other productivity tools; understanding of AutoCAD 2D and SolidWorks 3D
• Project Management experience