## Product Support EngineerApply:

Australia-Mulgrave:

Full time:

Posted Today:

4039838## Job DescriptionRole purposeThe 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&D;, Quality, Global Operations, Marketing, Field Service and Remote Support to progress assigned technical activities.* Bring field and service feedback into product-supportability discussions and help translate experience into actionable improvement opportunities.* Support the sales channel with accurate product and support information when requested.* Follow applicable quality, safety, regulatory, information-control and business processes.

Level expectations* Builds working knowledge of assigned products, technologies and support processes.* Completes defined technical assignments using established methods, documentation and guidance.* Exercises judgement within the scope of training and experience, escalating complex, safety-related, high-impact or unfamiliar matters promptly.* Plans and prioritises assigned work, communicates progress and maintains accurate technical records.* Progressively assumes greater ownership as competence and product knowledge are demonstrated.## ## QualificationsMinimum qualifications* Bachelor’s or Master’s degree, or equivalent, in engineering, physics, chemistry, life sciences, computer science or another relevant technical discipline.* Ability to understand technical or scientific concepts and apply structured problem-solving methods.* Clear written and verbal communication skills, including the ability to prepare concise technical

📌 Product Support Engineer (Melbourne)
🏢 Agilent Technologies
📍 Melbourne