Overview
Product Service Engineer 3 – Product Support Engineer Jobs in Mossville, IL at Largeton Group
Title: Product Service Engineer 3 – Product Support Engineer
Company: Largeton Group
Location: Mossville, IL
Title: Product Service Engineer 3 – Product Support Engineer
Key Responsibilities
- Provide technical support for MineStar hardware and software applications.
- Investigate, troubleshoot, diagnose, and resolve complex software and hardware issues.
- Restore services through corrective actions and permanent resolutions.
- Manage production incidents while meeting established Service Level Agreements (SLAs).
- Escalate critical issues to engineering and technical specialists when required.
- Participate in New Product Introduction (NPI) projects and field validation activities.
- Complete NPI product support deliverables and field follow-up assignments.
- Collaborate with product development teams to resolve technical product issues.
- Serve as the liaison between implementation teams, engineering, dealers, and customers.
- Process CPI/CER tickets and track product defects through resolution.
- Develop and maintain support environments for issue diagnostics and customer connectivity.
- Recommend product enhancements and supportability improvements.
- Perform root cause analysis and provide technical recommendations.
- Support global customers and dealers through effective communication and issue resolution.
- Participate in 24×7 incident management support as required.
- Travel to customer and dealer locations to provide onsite technical support.
Required Qualifications
- Bachelor's Degree in Mechanical Engineering or Electrical Engineering with 5 7 years of relevant experience.
- Associate Degree (or equivalent) with 8 10 years of troubleshooting experience.
- Master's Degree with 3 5 years of relevant engineering experience.
Required Technical Skills
- Technical troubleshooting and diagnostics
- Product support engineering
- Incident management
- Root Cause Analysis (RCA)
- New Product Introduction (NPI)
- Customer technical support
- Hardware & software troubleshooting
- Product defect investigation
- Microsoft Office Applications
- Technical documentation
- SLA management
- Cross-functional collaboration
Preferred Skills
- Construction equipment technology
- Mining equipment technology
- Jobsite networking infrastructure
- Automotive or mobile equipment telematics
- Azure DevOps
- Product lifecycle support
- Field service engineering
Required Soft Skills
- Strong analytical and problem-solving abilities
- Excellent verbal and written communication
- Ability to learn new technologies quickly
- Customer-focused mindset
- Strong relationship-building skills
- Ability to work independently and within global teams
- Effective collaboration across engineering and support organizations
Team Environment
- Work closely with Product Support Managers, Engineering, Implementation Teams, and Global Support Analysts.
- Collaborate with teams located across the United States, Australia, India, and Brazil.
- Office-based role with occasional travel to customer and mining sites.
- Reports directly to the Work Director and Team Lead.
- Team size: Approximately 15 20 members.
Top 3 Required Skills
- Technical Troubleshooting & Problem Solving
- Product Support & Incident Management
- Strong Communication & Customer Relationship Management
