## Product Support EngineerApply: Australia-Mulgrave: Full time: Posted Today: 4039838##

Job Description
Role 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 transparent, 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 information.
* Ability to work collaboratively across functions and geographical locations.*

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