Description Role purpose The Product Support Engineer – Associate supports the definition and deployment of product support strategies for new and existing products throughout their lifecycle.
Working with experienced Product Support Engineers and cross-functional partners, the role helps ensure products are supportable, serviceable and ready for effective introduction, manufacturing, field deployment and long-term support.
The role develops technical and product expertise through practical assignments across New Product Introduction, manufacturing support, service training, Tier 3 support and current product engineering.
At Associate level, work is normally completed within defined processes and with guidance on complex, high-risk or unfamiliar topics.
Key responsibilities New Product Introduction Support the development and maintenance of Product Support Plans for assigned products or modules.
Contribute to Design for Supportability reviews and help capture service- and support-related product requirements.
Assist with defining and validating support and diagnostic tools, service parts, supplies and core service products, including installation, introduction and scheduled maintenance.
Contribute to user and service documentation and the initial service training material required for product release.
Support limited production and production release builds, product roll-out and ramp-to-volume activities.
Manufacturing and current product support Provide technical support for limited production and production release builds under the direction of experienced engineers.
Assist with reviewing and updating work instructions and investigating manufacturing quality issues.




Participate in supplier, parts and supportability activities by providing relevant technical information and analysis.
Support enhancements to released products and approved product improvement activities.
Contribute to last-time-buy and long-term supportability planning by gathering product, service and parts information.
Service training and knowledge transfer Assist with the development and maintenance of self-study, classroom and remote-learning service training material.
Support delivery of technical training, demonstrations and knowledge-transfer sessions as product competence develops.
Help maintain service documentation, troubleshooting content, diagnostic tools and Field Portal material.
Capture lessons learned from technical investigations and convert them into explicit, reusable support content.
CSO and end-user support Provide Tier 3 technical support for assigned products within agreed escalation processes and with guidance where required.
Collect technical evidence, reproduce issues where practical, perform structured fault investigation and document conclusions.
Support escalation management for customer issues associated with product design or manufacturing.
Contribute to Service Notes and other formal support communications under review and approval from the appropriate technical owners.
Support end-of-life and obsolescence activities for parts and instruments, together with maintenance of associated documentation and tools.
Interact with customers and internal service teams when assigned, communicating technical information clearly and professionally.
Cross-functional collaboration and improvement Work with R

📌 Product Support Engineer (Melbourne)
🏢 Agilent
📍 Melbourne