Product Support Engineer

About the role

The Product Support Engineer is responsible for activities within the Product Support Engineering function, including support of existing product designs through root cause analysis, problem resolutions, cost reductions, product improvements, and lifecycle product support. This role ensures rapid response, accurate root cause evaluation, and implementation of engineering solutions to escalated issues across all Generac businesses. The position works cross-functionally with Service, Operations, Supply Chain, and Product Development Engineering.

Responsibilities

• Provide daily technical support to Operations (line builds, start-up, test, PPAP/first articles, build issues), triaging and resolving shop-floor defects and barriers.
• Coordinate fast-turn fixes and interim containments, then drive permanent corrective actions.
• Partner with plant leadership (manufacturing, quality, supply chain) to meet SQDRC targets; ensure bills of material, routings, and drawings reflect the current build standard for C&I products.
• Manage material life cycle, including E&O and product cannibalization impacts.
• Support Sustaining organization: Contribute in 8D, root cause analysis (5 Why, Fishbone), interim (ICA) and permanent corrective actions (PCA), and reliability analyses to improve field performance and reduce rework/warranty.
• Support configuration management for assigned products (ETO/CTO, SEQ) and ensure BOM accuracy across planning/production/service variants.
• Chair/drive the supplier-driven change and manage ECNs from identification through validation and release.
• Collaborate cross-functionally with Product Management, NPD/Systems Engineering, Compliance/Test, and Supply Chain to prevent recurrence, standardize parts/options, and mature design-for-reliability/DFM/AQPs across platforms.
• Use visual management, daily standups, and tiered escalation to speed decision-making and foster collaboration between engineering departments.
• Identify and harvest new engineering concepts, technologies, techniques, standards, and procedures.

Requirements

• Bachelor's Degree in Engineering or related field.
• 5 years of engineering experience.

Skills

• Strong configuration/BOM management on ETO/CTO/SEQ products; SAP/Windchill or equivalent PLM/ERP proficiency.
• Track record improving factory throughput/FPY and reducing warranty via structured corrective action and design-for-reliability.
• Ability to improve first-pass yield (FPY) and reduce start-up issue rates through proactive line support and continuous process improvement initiatives.
• Skilled in managing Engineering Change Notices (ECNs) with a focus on minimizing lead time and maximizing first-time accuracy.
• Applies structured problem-solving methodologies (e.g., 8D) to address top field quality issues, drive warranty cost reduction, improve Mean Time Between Failures (MTBF), and prevent repeat issues.
• Proficient in maintaining Bill of Materials (BOM) accuracy and ensuring specification conformance during gate reviews and production audits.

Preferred Qualifications

• Demonstrated ownership of cross-functional problem solving (8D, FMEA linkages, verification/validation), ECN execution, and manufacturing support.
• Experience with diesel/natural gas gensets, power systems, controls, or related C&I equipment; understanding of UL/NEC and applicable compliance standards.
• Previous experience using SAP or equivalent ERP.

Physical Demands

• Regularly required to talk, hear, and use hands to manipulate objects or controls.
• Regularly required to stand and walk.
• Occasionally required to stoop, bend, or reach above the shoulders.
• Must occasionally lift up to 25 pounds.
• Frequent and continuous computer-based work requiring periods of sitting, close vision, and ability to adjust focus.