The Product Support Engineer is responsible for activities within the Product Support Engineering function, including support of existing product designs through root cause analysis, problem resolutions, cost reductions, product improvements, and lifecycle product support which is accomplished through process improvement, design modifications, or specification changes. This position is responsible for the engineering aspects related to the escalation process within Generac. This position works cross-functionally (Service, Operations, Supply Chain, and Product Development Engineering) in the company. This role develops and effectively implements the escalation process across all Generac businesses that ensure rapid response, accurate root cause evaluation, and implementation of engineering solutions to escalated issues.
Responsibilities:
- Provide daily technical support to Operations (line builds, start-up, test, PPAP/first articles, build issues), triaging and burning down shop-floor defects and barriers. Coordinate fast-turn fixes and interim containments, then drive permanent corrective actions.
- Partner with plant leadership (manufacturing, quality, supply chain) to meet SQDRC targets; ensure bills of material, routings, and drawings reflect the current build standard for C&I products.
- Material life cycle management including E&O, product cannibalization impacts.
- Support Sustaining org: Contribute in 8D, root cause analysis (5 Why, Fishbone), interim (ICA) and permanent corrective actions (PCA), and reliability analyses to improve field performance and reduce rework/warranty.
- Support configuration management for assigned products (ETO/CTO, SEQ) and ensure BOM accuracy across planning/production/service variants. Chair/drive the supplier-driven change. Change Review Board inputs for your scope; manage ECNs from identification through validation and release.
- Cross-functional collaboration.
- Work hand in glove with Product Management, NPD/Systems Engineering, Compliance/Test, and Supply Chain to prevent recurrence, standardize parts/options, and mature design-for-reliability/DFM/AQPs across platforms.
- People leadership & ways of working.
- Collaborate well across plants and functions while maintaining urgency and calm under pressure. Use visual management, daily standups, and tiered escalation to speed decision-making.
- Foster collaboration between engineering departments to identify and harvest new engineering concepts, technologies, techniques, standards and procedures.
Minimum Qualifications:
Knowledge, Skills, and Abilities:
- Strong configuration/BOM management on ETO/CTO/SEQ products; SAP/Windchill or equivalent PLM/ERP proficiency.
- Track record improving factory throughput/FPY and reducing warranty via structured corrective action and design-for-reliability.
- Strong ability to improve first-pass yield (FPY) and reduce start-up issue rates through proactive line support and continuous process improvement initiatives.
- Skilled in managing Engineering Change Notices (ECNs) with a focus on minimizing lead time and maximizing first-time accuracy. Ensures traceability from issue identification through resolution and verification.
- Applies structured problem-solving methodologies (e.g., 8D) to address top field quality issues. Capable of driving warranty cost reduction, improving Mean Time Between Failures (MTBF), and preventing repeat issues.
- Proficient in maintaining Bill of Materials (BOM) accuracy and ensuring specification conformance during gate reviews and production audits.
Preferred Qualifications:
- Demonstrated ownership of cross-functional problem solving (8D, FMEA linkages, verification/validation), ECN execution, and manufacturing support.
- Experience with diesel/natural gas gensets, power systems, controls, or related C&I equipment; understanding of UL/NEC and applicable compliance standards.
- Previous experience using SAP or equivalent ERP.
Physical Demands: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job include are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus.
