SummarySENS is seeking a self-motivated Product Support Engineer to join our Engineering team. This role will primarily lead the technical resolution of customer-reported product issues while also supporting production issues as business needs require.
Working closely with customers, Customer Service, Engineering, Manufacturing, and Quality, the Product Support Engineer will translate field concerns into clear technical problem statements, perform hands-on troubleshooting and root-cause analysis, coordinate corrective actions, and communicate progress and resolution with professionalism and confidence. The role combines customer support, sustaining engineering, manufacturing support, engineering change management, documentation, and test development.
Responsibilities- Own escalated customer technical issues from initial assessment through resolution, coordinating the appropriate Engineering, Customer Service, Manufacturing, Quality, and supplier resources.
- Communicate directly and professionally with customers to gather information, set expectations, explain technical findings, provide status updates, and confirm effective resolution.
- Troubleshoot electrical, electromechanical, software, and communication-interface issues using structured problem-solving and root-cause analysis methods.
- Document customer-submitted symptoms, diagnostic evidence, root cause, containment actions, corrective actions, and lessons learned so solutions may be reused across the organization.
- Analyze customer and manufacturing failure data, identify trends, and implement corrective and preventive actions that improve product reliability and serviceability.
- Provide flexible, escalated technical support to the manufacturing line when production priorities or workload require it.
- Develop, maintain, test, and implement engineering changes to resolve customer issues, improve manufacturability and assembly (DFM/DFA), control costs, and ensure product quality.
- Develop and maintain build, assembly, troubleshooting, and test instructions ensuring products are manufactured, serviced, and tested correctly and consistently.
- Read, troubleshoot, and make limited improvements to software functions and utilities used to configure, calibrate, and test products.
- Maintain product documentation, including Bills of Materials (BOMs), model-number structures, specifications, and related engineering records.
Required Qualifications- Bachelor's degree in Electrical Engineering, Computer Engineering, or a related technical field.
- 8+ years of experience in product support, sustaining engineering, new product introduction (NPI), and/or technical support within a manufacturing environment.
- Demonstrated experience communicating directly with customers about complex technical issues, including gathering facts, managing expectations, presenting findings, and driving issues to closure.
- Hands-on experience using and interfacing with test equipment such as digital multimeters, data acquisition systems, oscilloscopes, load banks, and similar instrumentation for manual and automated measurements.
- Experience with software programming and the ability to read, understand, and step through code to identify and troubleshoot issues.
- Ability to understand and troubleshoot technical systems and their associated communication interfaces.
- Ability to read and interpret electrical schematics, wiring diagrams, and mechanical drawings.
- Proficiency with common business applications, including Outlook, Word, and Excel, and the ability to install, update, configure, and uninstall software applications.
- Excellent analytical, problem-solving, decision-making, written communication, verbal communication, and interpersonal skills.
- Ability to communicate technical approaches, risks, findings, and progress clearly to both technical and non-technical audiences.
- Collaborative and flexible team player who builds effective working relationships and can shift between customer and production priorities.
Preferred Qualifications- Advanced software programming knowledge and experience with C and C#.
- Experience with root-cause analysis and structured corrective-action methodologies (8D, Fish Bone Diagram, 5 Whys etc.)
- Experience supporting electromechanical products throughout their lifecycle, from introduction through sustaining engineering and field support.
- In-depth knowledge of critical power systems, generator-set backup systems, industrial battery chargers, battery systems, and/or battery monitoring systems.
- Experience working with ERP systems to access and maintain BOMs, item masters, where-used data, and supplier information.
Location: This position is located on-site in Longmont, CO.
Base Compensation: $129,000 - $191,000 is the projected range of annual base salary for this role depending on the candidate's overall qualifications and experience.
Bonus: This position is eligible for an annual bonus based on individual and company performance.Closing Date: October 20th. While expect to keep the position open through this date, the posting may be extended or closed early based on applicant volume and hiring needs.
Onsite Perks- Free gym with 24/7 access
- Free Electric Vehicle charging
- Breakfast and Lunch Café
- After hours Grab & Go snacks
- Basketball court
- Walking paths
Benefits- Paid Time Off
- Paid holidays
- Medical insurance
- Dental insurance
- Vision insurance
- Short-term and long-term disability
- Life insurance
- 401(k) plan with immediate vesting
- Employee referral program
- Tuition reimbursement
- Professional development
