Product Support Engineer I

Remote
Full Time
Global Technical Support
Entry Level

When you join the Precision Automation and Robotics evolution at Aerotech, located near Pittsburgh, PA in RIDC Park, O’Hara Township, you will build an exceptional career with paid on-the-job training and opportunities for advancement, while aligning with a growing company that provides an extensive total rewards compensation system, including:

  • bonus payments every 6 months,
  • rich health plans, and
  • retirement planning with our 100% company-paid Employee Stock Ownership Trust. 

You will help improve lives with our innovative solutions that help automate the globe! Demand for Aerotech’s advanced technology products continues to thrive, so we continue to expand!  

At Aerotech, We Build Precision Automation & Robotics Careers. Join the Evolution!

Position Summary

The Product Support Engineer provides post-sales technical support, training, basic programming, and startup assistance to a global customer base.  The focus of this position is to develop a comprehensive understanding of Aerotech’s products and thoughtfully analyze customer issues to identify the root cause and potential solutions.

Essential Functions

  • Communicate directly with global customer base through support ticket portal, email, phone, or in-person to answer technical questions, troubleshoot and resolve issues, and provide product training and start-up optimization.
  • Engage customers with targeted questions to quickly diagnose the root of the problem
  • Refer to product documentation and other support resources to identify solutions; engage engineering when necessary to resolve customer issues
  • Provide basic program code examples
  • Maintain ownership of customer issues and see through to resolution
  • Document product support activity with findings, actions, and resolutions
  • Prioritize and manage several open issues at one time
  • Provide prompt and accurate feedback and progress updates to customers
  • Monitor and manage customer expectations; escalate issues as necessary
  • Assist with development of product training materials; provide training to customers both remotely and onsite
  • Contribute to Aerotech Knowledge Base with how-to articles and solutions to common issues. 

Additional Duties

  • Collaborate and provide technical support and guidance to Aerotech EM Technicians & Subsidiaries.
  • Work cross functionally with members of engineering, sales, and quality teams
  • Suggest product improvement ideas and enhancements to technical documentation
  • Examine product design drawings and BOMs to identify subcomponents of an assembly
  • Travel onsite to customers as necessary
Knowledge, Skills, and Abilities
  • Comfortable making decisions with limited information in a timely manner
  • Ability to work independently with minimal supervision
  • Strong critical thinking and analytical skills; complex problem-solving abilities
  • Strong attention to detail
  • Working knowledge of programming language(s)
  • Excellent written and oral communication skills
  • Ability to read and interpret documents such as Help files, system drawings (mechanical and electrical), operating and maintenance instructions, procedure manuals, and safety rules
  • Knowledge of basic electronic circuits and analog and digital circuits
  • Ability to use relevant electronic tools (Digital Multimeter, Oscilloscope)
  • Ability to travel domestically and internationally

 Minimum Qualifications

  • Bachelor's degree (BS) or higher in Mechanical or Electrical Engineering, Software or Computer Engineering including Computer Science, and Applied or Engineering Physics, from an accredited college or university.
  • 3.0 GPA or higher
  • Zero to five years of related professional experience or training
  • Equivalent combination of education and experience may be considered
  • Willing to travel 25% or more if needed. 
  • Currently lives or is willing to relocate within proximity of our customer locations in the  Northeast, Midwest, West Coast, or near our corporate headquarters in Pittsburgh, PA. 
  • Must be authorized to work in the United States without employer sponsorship. Aerotech does not provide US work authorization sponsorship for this position. OPT and CPT visa holders are not eligible for employment if they will need work authorization sponsorship at any time in the future.

 Working Conditions / Physical Requirements

  • Work is performed in remote, office, and factory environments
  • May be required to sit for extended periods of time
  • May occasionally be required to lift and/or move up to 50 pounds
  • May be required to don clean room attire (including clean room suite, face mask, and gloves)
  • May work with components inside electrical cabinets

Benefits

Aerotech has been advancing industries with our precision motion technology for more than 50 years. Our employees are our future, and we continue to grow by investing in our employees through continuous paid on-the-job training in a clean and climate-controlled environment, while providing the following exceptional benefits and more!

  • Competitive compensation
  • Bi-annual bonus
  • Annual raise eligibility
  • UPMC Health Insurance
  • Dental insurance
  • Vision insurance
  • Life insurance
  • Retirement Plan
  • Employee Stock Ownership Trust
  • 401k
  • Paid time off
  • Parental leave
  • Referral program
  • Professional development assistance
  • Tuition reimbursement

Must be authorized to work in the US currently and in the future without employer sponsorship.

As an Equal Employment Opportunity/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, Veteran or disability status. 

The Company is collecting the information requested in this employment application for purposes of evaluating your suitability for hire by the Company.  The Company will share the information that you provide in this employment application only with Company management officials who are involved in the hiring process or who are otherwise involved in making employment-related decisions on behalf of the Company.

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