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Become A Product Support Engineer

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Working As A Product Support Engineer

  • Making Decisions and Solving Problems
  • Getting Information
  • Identifying Objects, Actions, and Events
  • Interacting With Computers
  • Communicating with Supervisors, Peers, or Subordinates
  • Deal with People

  • $73,646

    Average Salary

What Does A Product Support Engineer Do At Rockwell Collins

* Perform engineering functions such as research, design, testing and create/release Change Notices and Service Documents.
* Execute warranty administration duties such as parts ordering/tracking, labor claims and shipping/receiving.
* Identify problems conducting root cause analysis to determine corrective action and validation.
* Interface with customers on technical solutions of in-service issues and field implementation plans.
* Forecast and track costs, as well as, develop and execute cost mitigation plans.
* Implement solutions into future production shipments.
* Use statistical software to analyze field data to track and understand warranty risks and trends.
* Attend customer meetings.
* Interface with design engineering, program management, and production on issue resolution and future problem avoidance (lessons learned).
* Performs other related duties as required

What Does A Product Support Engineer Do At U.S. Bank

* Provides support for applications on a daily basis, including, but may not be limited to, reviewing problems reported, prioritizing and researching these problems, determining the solutions, and resolving them;
* Documents processes and procedures required for support;
* Learns new applications and functionalities as required;
* Participates in special projects, usually involving tasks related to product development;
* Travels as necessary but is minimal (expected to be less than 5%);
* Works with confidential data and exercises utmost caution to keep data safe and secure.
* Your Career is Here._
*

What Does A Product Support Engineer Do At Symantec

* Provide direct support for Cloud products to internal and external customers.
* Take complete ownership of reported problems and own/manage them through to their completion.
* Develop an in-depth knowledge of the product and services, their functions and diagnostic capabilities.
* Work in a fast paced support environment and provide an escalation point of contact for the Support groups.
* Use network and product diagnostic tools to analyze, document and resolve customer issues.
* Work complex proxy and networking equipment issues through to completion.
* Use knowledge based tools to research and document problems and their resolutions in a clear and concise manner.
* Use case management tools to clearly and concisely document problems; provide updates (internally and to customers) and to record resolutions.
* Work as a team member with other Product Engineers, customer support personnel, Cloud Operations and the Cloud NOC.
* Provide coaching, mentoring and sharing of knowledge through collaboration with front line Customer Support Engineers.
* Ensure personal career development through regular participation in new product and technology transfer training, through attendance at any outside seminars and training programs (external and internal) coordinated by Symantec, through self-directed exploration of available reference materials, and through seeking coaching and mentoring from management, technical experts and other senior members of the organization.
* Provide feedback to engineering on product performance, stability, quality and supportability.
* Perform QA on new product features and functions prior to their release.
* Occasional travel to customer sites to diagnose and resolve issues

What Does A Product Support Engineer Do At Cepheid

* As part of the Global Product team, is a point of contact for all Systems and Instrument platform related issues, as assigned that require escalation into Tier 3.
* This includes GX, Infinity and future hardware platforms.
* Works on problems of limited scope where analysis of situations or data requires a review of a variety of factors.
* Reviews returned hardware and system components and verifies customer complaints through root cause analysis; work with cross-functional teams and executes action plan to address discrepancies; communicates with OEM/CM and customers as required.
* Key role functions includes but is not limited to:
* Sustaining Product Support
* Failure Investigation Escalation Support
* NPI Systems & Hardware
* Work with regional managers for global support enablement activities.
* Interface with R&D/Engg and other internal teams for escalated cases.
* Partner with Service managers to define processes and assist with field escalations.
* Partner with internal teams to develop and provide instrument trainings as needed.
* Technical mastery of all Cepheid systems product lines
* Develop procedures and train on tools that assist with investigation.
* Responsible for sustaining product support, new product introduction for worldwide support centers and Cepheid Distributors.
* Provide technical communications regarding products to internal Field Service Engineers and Field Application Specialists.
* Author, edit, and curate Knowledge Base content for Technical Support groups
* Represent Technical Support in development and NPI activities
* Work closely with cross-functional teams including Software, Software Quality, and Continuous Improvement Engineering for problem resolution.
* Collaborate with Distributors for product related issues and necessary product communications.
* Collaborate with EU and US support teams for mastery of Product lines
* Develop and disseminate of technical content to regional Tier 1/2 call centers.
* Resolve complex problems using data and facts and not opinions.
* Communicate product issues and defects with appropriate level of urgency

What Does A Product Support Engineer Do At Quintilesims

* Experience working inside a team of other technically minded individuals.
* Responsible for technical tier 2 and tier 3 customer issues or developer support questions.
* Analyze, troubleshoot and report on business critical customer issues.
* Partner with Product Development to resolve customer reported bugs.
* Proven proactive follow up.
* Ability to reliably and correctly estimate your time to resolve technical problems and a clear understanding of your limitations for escalation purposes.
* Meet team metrics and individual performance goals, including weekly and/or annual efficiency goals.
* Establish and grow a friendly, professional rapport with existing and new customers and partners.
* Collaborate and communicate effectively across all levels of management to both external and internal stakeholders

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How To Become A Product Support Engineer

Industrial engineers must have a bachelor’s degree. Employers also value experience, so cooperative education engineering programs at universities are also valuable.

Education

Industrial engineers need a bachelor’s degree, typically in industrial engineering. However, many industrial engineers have degrees in mechanical engineering, electrical engineering, manufacturing engineering, industrial engineering technology, or general engineering. Students interested in studying industrial engineering should take high school courses in mathematics, such as algebra, trigonometry, and calculus; computer science; and sciences such as chemistry and physics.

Bachelor’s degree programs include lectures in classrooms and practice in laboratories. Courses include statistics, production systems planning, and manufacturing systems design, among others. Many colleges and universities offer cooperative education programs in which students gain practical experience while completing their education.

A few colleges and universities offer 5-year degree programs in industrial engineering that lead to a bachelor’s and master’s degree upon completion, and several more offer similar programs in mechanical engineering. A graduate degree allows an engineer to work as a professor at a college or university or to engage in research and development. Some 5-year or even 6-year cooperative education plans combine classroom study with practical work, permitting students to gain experience and to finance part of their education.

Programs in industrial engineering are accredited by ABET.

Important Qualities

Creativity. Industrial engineers use creativity and ingenuity to design new production processes in many kinds of settings in order to reduce the use of material resources, time, or labor while accomplishing the same goal.

Critical-thinking skills. Industrial engineers create new systems to solve problems related to waste and inefficiency. Solving these problems requires logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to the problems.

Listening skills. These engineers often operate in teams, but they also must solicit feedback from customers, vendors, and production staff. They must listen to customers and clients in order to fully grasp ideas and problems the first time.

Math skills. Industrial engineers use the principles of calculus, trigonometry, and other advanced topics in mathematics for analysis, design, and troubleshooting in their work.

Problem-solving skills. In designing facilities for manufacturing and processes for providing services, these engineers deal with several issues at once, from workers’ safety to quality assurance.

Speaking skills. Industrial engineers sometimes have to explain their instructions to production staff or technicians before they can make written instructions available. Being able to explain concepts clearly and quickly is crucial to preventing costly mistakes and loss of time.

Writing skills. Industrial engineers must prepare documentation for other engineers or scientists, or for future reference. The documentation must be coherent and explain their thinking clearly so that the others can understand the information.

Licenses, Certifications, and Registrations

Licensure is not required for entry-level positions as an industrial engineer. A Professional Engineering (PE) license, which allows for higher levels of leadership and independence, can be acquired later in one’s career. Licensed engineers are called professional engineers (PEs). A PE can oversee the work of other engineers, sign off on projects, and provide services directly to the public. State licensure generally requires

  • A degree from an ABET-accredited engineering program
  • A passing score on the Fundamentals of Engineering (FE) exam
  • Relevant work experience, typically at least 4 years
  • A passing score on the Professional Engineering (PE) exam

The initial FE exam can be taken after one earns a bachelor’s degree. Engineers who pass this exam are commonly called engineers in training (EITs) or engineer interns (EIs). After meeting work experience requirements, EITs and EIs can take the second exam, called the Principles and Practice of Engineering.

Several states require engineers to take continuing education in order to keep their licenses. Most states recognize licenses from other states, as long as the other state’s licensing requirements meet or exceed their own licensing requirements.

Advancement

Beginning industrial engineers usually work under the supervision of experienced engineers. In large companies, new engineers also may receive formal training in classes or seminars. As beginning engineers gain knowledge and experience, they move on to more difficult projects with greater independence to develop designs, solve problems, and make decisions.

Eventually, industrial engineers may advance to become technical specialists, such as quality engineers or facility planners. In that role, they supervise a team of engineers and technicians. Obtaining a master’s degree facilitates such specialization and thus advancement.

Many industrial engineers move into management positions because the work they do is closely related to the work of managers. For more information, see the profile on architectural and engineering managers.

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Product Support Engineer jobs

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Real Product Support Engineer Salaries

Job Title Company Location Start Date Salary
SR. Product Support Engineer Lam Research Corporation Fremont, CA Nov 02, 2016 $125,112 -
$130,000
Product Support Engineer Lam Research Corporation San Jose, CA Jun 28, 2016 $121,742 -
$125,000
Global Product Support Engineer Applied Materials, Inc. Santa Clara, CA Feb 25, 2016 $121,742 -
$139,900
Global Product Support Engineer III Senior Applied Materials, Inc. Sunnyvale, CA Jan 11, 2016 $120,000
Product Support Architect Technosoft Corporation Morrisville, NC Feb 09, 2015 $120,000
Global Product Support Engineer Staff Lam Research Corporation Tualatin, OR Sep 05, 2016 $120,000
Senior Product Support Engineer Akamai Technologies, Inc. Santa Clara, CA Jul 26, 2016 $119,000 -
$168,100
Product Support Service Engineer-Endpoint Malwarebytes Inc. Santa Clara, CA Sep 12, 2016 $118,000
Product Support Engineer TIVO, Inc. San Jose, CA Aug 22, 2016 $118,000
Product Support Engineer TIVO, Inc. San Jose, CA Oct 26, 2015 $118,000
Technical Product Support Engineer Applied Materials, Inc. Sunnyvale, CA Sep 08, 2015 $115,000 -
$139,900
Senior Product Support Engineer Imperva Inc. CA Dec 17, 2015 $115,000 -
$125,000
Senior Product Support Engineer Akamai Technologies, Inc. Santa Clara, CA Feb 27, 2015 $115,000 -
$145,000
Staff Product Support Engineer Tesla Motors, Inc. Palo Alto, CA Jul 22, 2016 $115,000 -
$125,000
Product Support Engineer Lam Research Corporation Tualatin, OR Sep 25, 2015 $99,335 -
$113,400
SR. Product Support Engineer Model N, Inc. Redwood City, CA Dec 22, 2016 $99,000
Product Support Engineer Ping Identity Corporation Waltham, MA Jan 09, 2015 $98,800
Product Support Engineer First Tier Technology, LLC Princeton, NJ Jun 02, 2015 $98,000 -
$125,000
Product Support Engineer Mark Logic Corporation San Carlos, CA Jul 22, 2016 $98,000 -
$110,000
Senior Product Support Engineer Pros, Inc. Houston, TX Jun 01, 2015 $98,000
Senior Product Support Engineer Akamai Technologies, Inc. Westford, MA May 01, 2016 $97,900 -
$120,000
International Product Support Staff Engineer Dell Software, Inc. TX Sep 15, 2016 $86,445
Senior Product Support Engineer Imperva, Inc. CA Aug 17, 2015 $86,000
Senior Product Support Engineer Imperva, Inc. Irving, TX Aug 06, 2016 $85,926
Senior Product Support Engineer Ventana Medical Systems, Inc. A Member of The Roche Group Tucson, AZ Aug 24, 2015 $85,490
SR. Product Support Engineer Covidien LP Carlsbad, CA Jun 27, 2016 $85,260
Senior Product Support Engineer Imperva, Inc. CA Apr 01, 2016 $85,000 -
$95,000
Senior Product Support Engineer Imperva, Inc. Irving, TX Oct 15, 2015 $85,000 -
$95,000
Product Support Engineer Sprinklr, Inc. Allen, TX Apr 06, 2015 $85,000

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Top Skills for A Product Support Engineer

ProductSupportTechnicalSupportHardwareEngineeringSupportDatabaseWindowsXPProductLineWebCustomerIssuesCustomerSupportSQLServerCustomerServiceTechnicalIssuesCustomerSatisfactionNewProductDevelopmentCustomerSitesQARUnixProblemResolution

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Top Product Support Engineer Skills

  1. Product Support
  2. Technical Support
  3. Hardware
You can check out examples of real life uses of top skills on resumes here:
  • Provided technical product support of all Windows OS versions, networking, Microsoft Office and Desktop Publishing.
  • Provide technical support to all external and internal customers.
  • Oversee all hardware and software aspects of battery test areas of 10K-15K units tested daily.
  • Field engineering support involving national and international travel.
  • Documented and maintained database of solutions to problems, optimizing timely identification of known issues.

Top Product Support Engineer Employers

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