Job Title: Sr. Field Support Engineer
Experience Required: 8-10 years of product application experience
Reports To: Engineering Director
Role SummaryWe 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 Responsibilities1. Technical Troubleshooting & Field Issue Resolution
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- 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)
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- 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
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- 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 & ExperienceRequired:
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- 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
