Product Support Engineer 2

Job Title: Product Support Engineer II
Job Description
The Product Support Engineer II plays a critical role in ensuring customer success by helping customers maximize the performance, reliability, and value of their equipment. This position combines deep technical expertise with a strong focus on user experience and real-world application, providing advanced field support, diagnostics, and continuous improvement feedback to enhance product quality and customer satisfaction.
Responsibilities

• Provide field technical support and fleet management services to help customers maximize machine performance and uptime.
• Support dealers with accurate parts, service, and diagnostic information to enable effective maintenance and repair activities.
• Deliver 24/7 technical support to customers and dealers, including remote troubleshooting and on-site assistance as needed.
• Investigate warranty and failure claims to identify root causes and recommend quality improvement opportunities.
• Respond promptly and professionally to dealer technical service inquiries, providing clear guidance and solutions.
• Collaborate closely with engineering teams to resolve complex product issues and drive continuous product improvements.
• Analyze product quality trends and findings, and communicate insights internally to influence design and process enhancements.
• Use electrical diagnostics tools, including multimeters and oscilloscopes, to identify and resolve electronic system issues.
• Troubleshoot software and control systems, including communication networks such as J1939 CAN and Ethernet-based systems.
• Apply knowledge of hydraulic systems and sensors (including Hall Effect sensors, pressure transducers, and angle sensors) to diagnose and resolve performance issues.
• Create clear technical documentation, including service bulletins, troubleshooting guides, and reports, to support dealers and internal teams.
• Leverage data analysis, Six Sigma methodologies, and scripting or macros to identify patterns, improve processes, and support decision-making.
• Maintain a friendly, empathetic, and customer-focused approach while handling challenging technical and operational issues.
• Act as a persistent problem-solver, following issues through to resolution and ensuring stakeholders remain informed.

Essential Skills

• 5-7 years of relevant experience in product support, field service, or a closely related engineering role.
• Associate's or Bachelor's degree in Engineering; internship experience counts toward overall experience.
• Proficiency with Microsoft Office products for documentation, reporting, and data analysis.
• Strong electrical diagnostics and troubleshooting skills.
• Hands-on experience using multimeters and oscilloscopes for testing and measurement.
• Working knowledge of J1939 CAN communication systems.
• Experience with Ethernet-based systems and networked control architectures.
• Knowledge of hydraulic systems and their integration with electronic controls.
• Software troubleshooting experience in embedded, control, or application environments.
• Familiarity with sensors such as Hall Effect sensors, pressure transducers, and angle sensors.
• Technical writing skills to create clear, concise service information and reports.
• Data analysis skills to interpret performance data and identify trends or issues.
• Experience applying Six Sigma methodologies to drive quality and process improvements.
• Ability to develop and use scripting and macros to automate tasks or analyze data.
• Clear and effective verbal and written communication skills.
• Friendly, empathetic approach to customer and dealer interactions.
• Self-motivated with the ability to work independently and manage multiple priorities.
• Persistent problem-solving mindset, with a focus on root cause and long-term solutions.
• Experience with CAT equipment or systems.

Additional Skills & Qualifications

• Experience supporting complex equipment fleets in the field or through remote technical assistance.
• Background in product support, field service engineering, or dealer technical support environments.
• Exposure to warranty claim investigation and quality improvement processes.
• Familiarity with cross-functional collaboration between product support, engineering, and quality teams.
• Experience working with electronics and troubleshooting in industrial or heavy equipment applications.
• Ability to translate technical concepts into clear guidance for non-technical stakeholders.
• Demonstrated commitment to continuous learning and staying current with evolving technologies and diagnostic tools.

Work Environment
You will work as part of a highly collaborative team that shares knowledge and experience to solve complex customer problems. The team partners closely with engineering groups to rapidly resolve issues and drive continuous improvement across products that share similar electronics and architectures. The environment emphasizes developing subject-matter expertise in quality improvement processes and product applications, with regular exposure to advanced diagnostic tools such as multimeters, oscilloscopes, and software-based troubleshooting utilities. The culture promotes diversity, inclusion, and ethical business practices, with a strong emphasis on "winning the right way" and supporting each other to deliver exceptional customer outcomes. The role includes providing 24/7 technical support coverage, which may involve non-standard hours and occasional field visits to customer or dealer locations.
Job Type & Location
This is a Contract position based out of Chillicothe, IL.
Pay and Benefits
The pay range for this position is $26.00 - $34.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Chillicothe,IL.
Application Deadline
This position is anticipated to close on Jun 16, 2026.
About Actalent


Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 30,000 consultants and more than 4,500 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500.


The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.


If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email View email address on click.appcast.io for other accommodation options.



San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.



Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.



Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.