POSITION: Product Service Engineer

LOCATION: Latham, NY

SUMMARY: Our client, a leading hydrogen fuel cell manufacturing company is looking to hire a Product Service Engineer. In this role, you will build and maintain expert-level technical knowledge related to product operation and performance to assist service technicians and customers with troubleshooting, product inquiries and training. In addition, a Product Service Engineer monitors and drives field reliability and service cost performance, collaborating across the organization as needed to achieve corporate objectives. The ideal candidate for this role will have a strong engineering background with applied experience developing and servicing complex electro-mechanical systems, medium voltage power systems, large-scale industrial gas plants, or similar types of systems. The Product Service Engineer should be creative, self-motivated, able to handle multiple project assignments and willing to learn and adapt within a fast-paced technology organization.

Core Duties and Responsibilities

• Provide Tier II engineering technical support for fielded products, as needed.
• Regularly monitor field reliability, availability, maintainability, and related life-cycle cost performance and develop analytics commensurate with business needs.
• Analyze system-level operational data to understand product issues and lead programs to improve the reliability and life-cycle cost of deployed products and systems.
• Collaborate with engineering, manufacturing, and other functional areas during development to achieve expected reliability, serviceability, and service cost objective of new products.
• Leverage field experience to provide the ‘voice of service’, defining reliability and service requirements and assisting with the development and validation of new products.
• Drive ‘design for service’ efforts for new products and assure the tools, equipment, required spares, and maintenance procedures are defined and released.
• Lead root cause analysis and problem resolution efforts using structured methodologies (e.g., Shainin, 8D, DMAIC, etc.) to mitigate customer risks.
• Travel to customer locations to perform technical functions including system testing, validation, troubleshooting, and repair as required; author incident and problem resolution reports; and collaborate with onsite technicians.
• Develop onboard and remote diagnostic and prognostic capability to monitor system operation, identify emerging problems, and determine root cause and appropriate field response.

Education and Experience

• Bachelor’s degree in an engineering or related STEM discipline.
• Five (5) to ten (10) years of related work experience.
• Experience with medium voltage, power electronics, or industrial gas systems preferred.
• Ability to travel as needed to carry out duties of the position – up to 50%.
• Experience system controls (e.g., PLC, embedded) a plus.
• Mechanical and electrical system aptitude to understand system operations, diagnose failure modes and causes, and resolve issues.
• Proficiency in analyzing engineering data and troubleshooting operational performance.
• Ability to read and interpret electrical schematics, P&ID drawings, and other related project drawings.