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Formic is reshaping American manufacturing by making industrial automation accessible through a Robotics-as-a-Service model. The company combines industrial robotics, proprietary software, and full-service support to help manufacturers deploy automation quickly without large upfront capital investment.
As a Product Support Engineer, you will be the technical escalation point for Field Service Engineers and the internal expert for one to two assigned system types. Your primary responsibility is to keep the field moving by diagnosing issues, developing troubleshooting paths, determining remediation plans, and driving toward solutions quickly.
Key responsibilities include:
- Own technical escalations for assigned system types
- Support Field Service Engineers with complex troubleshooting and root cause identification
- Review logs, system data, configurations, drawings, and failure history
- Reproduce field failures on equipment in the office
- Test PLC, robot, software, electrical, and configuration changes
- Build clear troubleshooting plans for field execution
- Identify repeat failures and trends across the fleet
- Escalate systemic product issues to Product Engineering with data and recommendations
- Work directly with Engineering and Design teams to answer technical questions
- Own and improve the knowledge base for assigned systems
- Maintain troubleshooting guides, known issues, procedures, and lessons learned
- Look for ways to reduce repeat visits and improve first-time resolution
- Travel occasionally as needed
You will work closely with Field Service Engineers in the field and directly with Engineering and Design teams in the office, based in Bolingbrook, IL or Oakland, CA.
