Field Application Engineer - Embedded Systems/Electrical

The Field Application Engineer creatively and rapidly solves critical product issues for StoneAge’s global team, contractors using our equipment, and facilities/plants using our equipment. The support ranges from answering technical questions directly to updating and testing designs to address product concerns and issues. Additionally, the Embedded Systems Field Application Engineer is responsible for the proper implementation and successful operation of StoneAge Products with a heightened focus on wireless and electrical system reliability. This position will work in collaboration with other Field Application Engineers and Customer Success Team; however, most of the daily work will be completed independently with guidance and insight from other technical resources as appropriate. The Field Application Engineering position is collaborative nature and must maintain the ability to communicate across multiple Engineering disciplines.

This position requires the ability to gain a broad understanding of the entire StoneAge product portfolio, the resources and expertise present within the engineering team, and the variety of applications our products have solved in the past. The role needs to understand and suggest the appropriate avenues of support - including providing a direct fix, creating a custom solution, or sending the inquiry for a new product review. A key aspect of this role will be the ability to handle an inconsistent volume of unplanned work while successfully tracking and managing all global support requests. Clear communication is essential to ensure all stakeholders know the status and projected resolution dates.

This position reports to the Application Engineering Manager. The starting pay range is between $80-90K, depending on experience, plus a generous benefits package.

Requirements

Product Support Requirements:

• Demonstrate the ability to receive, triage, and provide rapid response to all product support inquiries. This includes but is not limited to product operation best practices and recommendations, product application insights, and safety-related concerns.

• Closely partner with the Customer Success Team and by extension the Regional Solutions Managers to resolve all issues promptly through both technical and non-technical means.

• Solve product issues in short order, allowing customers back to work quickly. Determine the need and track the resolution for longer-term fixes; implement in coordination with the other key stakeholders and the Product Engineering Manager.

• Maintain a strong relationship with Engineering team, practice good judgment, and to elevate issues that require additional support.

• Monitor Return Merchandise Authorization (RMA) requests and any Quality Control (QC) efforts.

• Manage multiple high-priority support requests simultaneously and communicate status regularly.

• Resolve issues and concerns with cross functional teams including engineering, supply chain, manufacturing, and/or service. • Conduct on-site testing to verify, validate, and resolve reported issues and/or unexpected product behaviors.

• Directly repair products, if required, and return to the customer in agreed upon timelines.

• Support Sales and Customer Service teams by attending Sales meetings and gathering any critical product feedback or application issues. Integrate this into suggested product changes and communicate status updates frequently.

• Support development of training materials, as required, as an interface to create content including models, videos, and scripts.

• Support Sales team in conducting competitive tool testing, on an as-needed basis.

Product Transition Requirements:

• Support field testing for new products to capture customer feedback and provide recommendations to the R&D Engineering team.

• Assist manufacturing in the building, testing, and training associated with new and existing products.

• Coordinate with the New Products Team (Engineering, Purchasing, QC, Operations, Sales, Business Development, and Marketing) to ensure that new product designs transition smoothly into production.

• Train end-users, Dealers, or StoneAge staff on proper tool assembly, maintenance, and operation for new and existing products.

• Participate in product design reviews and incorporate feedback into designs as permitted given product requirements and project schedules.

General:

• Maintain real-time communication regarding project status, obstacles, key design decisions and schedule with key stakeholders throughout the organization.

• Track and record engineering time, by project, using timekeeping software.

• Establish and maintain positive working relationships with other employees.

• Effectively communicate and