Product Support Engineer

Product Support Engineer

Classification: Exempt

Salary Grade/Level/Family/Range: NEGOTIABLE

Reports to: Sales Manager

Date: 7/29/2022

Summary/Objective: The Product Support Engineer manages the warranty program with feedback to Engineering and Quality, provides product technical support, creates product support documentation, and assists/supports product engineering.

Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Utilizes ERP system to manage warranty program for products including: Customer communication
• Failure review
• Coordination with Product Engineering and Production with details and improvement recommendations
• Provides technical product support to customers by phone and e-mail.
• Assists Sales Manager in development of training programs for customers in-house, on-site, and online.
• Produce product service videos for field repairs and maintenance.
• Create product operating and maintenance manuals, specification sheets, and technical bulletins.
• Develops graphical elements for use in product documentation.
• Assist Product Engineer with validation, performance, and endurance testing programs related to product development.
• Conducts validation testing and troubleshooting at customer’s location or in the field as needed.
• Participate in the engineering change process.
• Assists Product Engineer with design of new products using CAD solid modeling system.
• Participate in Ace Pump booth at industry trade shows.

Competencies:

• Excellence in communication and presentation (verbal, written and graphical).
• A structured and detail-oriented approach to problem solving and troubleshooting.
• Engineering planning and time management.
• Understanding of centrifugal pump concepts, theories, components and operation.
• Understanding of software, equipment and materials used to design products
• Understanding of specialized subjects used in the fields of engineering, such as mathematics, statistics, mechanics, power, physics and chemistry.
• Understanding of ISO quality system requirements as related to engineering functions.
• Ability to lead a small team.
• Strategic thinking and innovation skills.
• Problem solving/analysis skills.
• Ability to recommend strategic decisions.
• Ability to supervise other employees.
• Level II ability in all applications of Microsoft office.

Supervisory Responsibility: This position could potentially supervise a repair technician or intern.

Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

The performance of this position will occasionally require exposure to the manufacturing areas where loud sounds and vibrations are present. This will require the use of personal protective equipment such as safety glasses with side shields and hearing protection as needed.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to see; stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Position Type/Expected Hours of Work: This is a full-time position, and general hours of work and days are Monday through Friday, 8:00 a.m. to 4:30 p.m.

Travel: Some travel required for this position.

Required Education and Experience:

• Bachelors in Engineering Technology or equivalent education or experience.

Preferred Education and Experience:

• Bachelors in Engineering or equivalent education or experience.
• Knowledge of hydraulic systems operation and concepts.
• Experience operating tractors and farm machinery.
• Experience in creating and modifying SolidWorks models, assemblies, and drawings.

Additional Eligibility Qualifications: None required for this position.

AAP/EEO Statement: Ace Pump provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Ace Pump complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Signatures: This job description has been approved by all levels of management:

Manager____________________________________________________

HR_________________________________________________________

Employee signature below constitutes employee's understanding of the requirements, essential functions and duties of the position.

Employee__________________________________ Date_____________

ISO 9001:2015 Quality Management (QPA) Job Training Requirements:

New Hire Orientation (AF001) – Human Resources Manager

IT & Supervisor Orientation (AF002) – Supervisor

Quality Orientation* (AF003) – Quality Manager

*All applicable QPA procedures related to job duties will be covered during the Quality Orientation.

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Signing bonus

Ability to commute/relocate:

• Memphis, TN 38113: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Experience:

• Analysis skills: 1 year (Required)
• Microsoft Office: 1 year (Required)
• ISO 9001: 1 year (Preferred)
• SolidWorks: 1 year (Preferred)

Work Location: One location