Product Support Engineer

Job Description

Job Description Product Support Engineer – Service Control Hub The Product Support Engineer acts as the first technical contact point for customers and supports both field service teams and internal stakeholders. They provide efficient and high-quality remote technical support to customers operating MECATHERM and ABI equipment, ensuring fast issue resolution, minimizing downtime, and contributing to customer satisfaction.
Primary Responsibilities   Contribute to the establishment of alert-handling procedures: classification, response, documentation, and escalation
Implement Customer reports on the health of connected lines
Contribute to the evolution of the MyMecatherm tool (ergonomics, features, etc.)
Assume the role of MyMecatherm Key User
Improve the tool – feedback with the Product Manager
Support, explain, and coordinate Hotliners in the use of My Mecatherm
Visit customers to perform an assessment / health check of their production line (20% of time)
Deliver the service offer   Prepare and deliver proactive health reports to customers
Analyze alerts and anomalies reported through connected services or the hotline
Perform remote diagnostics using a rational approach
Prioritize incidents according to their criticality
Identify deviations that may impact performance or cause breakdowns through My Mecatherm
Proactively inform the customer about alerts and preventive/corrective actions
Coordinate with the Services Sales Representative when a sales opportunity is identified
Coordinate with the intervention team if the need for on-site support is detected
Hotline: advise and guide in resolving the issue or provide a temporary workaround
Hotline: ensure the administrative follow-up of troubleshooting activities
Hotline: manage on-call duties and operational reporting
Provide automation support for retrofit projects:
Study, design, develop, and implement automation programs as part of small retrofits that can be performed remotely
Be proactive in proposing automation opportunities or solutions
Development of group customer support:
Set up and provide Level 1 support for customers on the group’s solutions
Financial Management:
Propose organizational improvements and tools to reduce and streamline processing times
Propose new solutions
Qualifications Education & Experience   Diploma in Electrical Engineering Technology, Diploma in Automation & Robotics Technology, or equivalent
Minimum 5 years of experience in a similar role

Experience with automation implementation (SIEMENS, STEP 7, TIA Portal, ROCKWELL)
Knowledge of networks (Ethernet, Profibus, etc.) and drives (SEW and SIEMENS)
Ability to read electrical, pneumatic, and mechanical schematics
Preparation of reports and technical documentation
Skills & Abilities   Strong organizational skills
Ability to prioritize tasks and adapt as situations change
Customer-centric approach
Ability to work in a team environment and independently
Excellent written and verbal communication skills
French language is an asset
Proficiency in Microsoft Office
Key Qualities for Success   Team player – works collaboratively with field teams, engineering, and sales
Customer-Oriented and Willingness to Support – demonstrates strong commitment to helping customers
Patience – remains calm, methodical, and solution-focused even under pressure
We thank all candidates for applying, only those applicants moving forward in the recruitment process will be contacted.
At Mecatherm, we are committed to ensuring accessibility for persons with disabilities by identifying, removing and preventing barriers to promote the rights of all persons and to build and create an inclusive and accessible working environment, in accordance with the provisions of the Ontario Human Rights Code (the “Code”) and the Accessibility for Ontarians with Disabilities Act, 2005 (the “AODA”). Mecatherm fully supports the intent of the AODA and its goal of achieving accessibility for Ontarians with disabilities with respect to Customer Service, Information and Communications and Employment.

#J-18808-Ljbffr