Product Support Engineer – Brisbane, Australia
Boeing and Insitu Pacific are seeking a Product Support Engineer to provide technical support throughout the product lifecycle. The role requires troubleshooting, diagnosing, and resolving customer issues and collaborating with cross‑functional teams to enhance product performance and customer satisfaction.
Location: Brisbane
Category: Engineering / Technical
Position Type: Permanent
Job Reference: BOE/ BNE
Attachments: Position Description – Product Support Enginer.pdf (PDF, 211 KB)
The Opportunity
The Product Support Engineer provides timely, effective technical support to customers via phone, email, and on‑site visits; diagnoses and troubleshoots product issues; maintains documentation of support cases and product updates; reports metrics and trends; collaborates with engineering and product management; participates in product development meetings; conducts customer and internal training; develops user manuals; assists with configuration control; advises on technical elements of business cases; and supports systems engineering and process improvement.
Responsibilities
- Provide timely and effective technical support to customers via phone, email, and on‑site visits.
- Diagnose and troubleshoot product issues, ensuring prompt resolution and customer satisfaction.
- Create and maintain comprehensive documentation of support cases, solutions, and product updates.
- Prepare regular reports on support metrics, trends, and customer feedback to inform product development.
- Work closely with engineering, product management, and quality assurance teams to communicate customer feedback and product performance issues.
- Participate in product development meetings to provide insights from a support perspective.
- Conduct training sessions for customers and internal teams on product features and best practices.
- Develop and update training materials and user manuals as needed.
- Assist with configuration identification and control.
- Advise on the development of technical elements of internal business cases and external customer proposals.
- Assist with systems engineering and engineering management process measurement and improvement.
Essential Experience / Qualifications
- Degree in mechanical, electrical, electronic, communications, computer engineering, aerospace or related discipline.
- 6 or more years related work experience.
- Professional experience in the specification, design, analysis, manufacture and test of products in aerospace or related industries, in particular unmanned systems.
- Demonstrated knowledge and expertise with the application of systems engineering principles, data and tools in aerospace or related industries.
- Demonstrated ability to ensure successful outcomes which meet project deliverables and adhere to critical deadlines.
Desirable
- Demonstrated experience in Product Support Engineering roles including ILS, MRD and technical troubleshooting.
- Experience with engineering design, prototyping, drawing, analysis and test tools.
- Knowledge of engineering lifecycle, development methodologies, and rapid prototyping methodologies.
- Prior experience working in or closely with the Australian Capability Acquisition and Sustainment Group (CASG).
- Prior experience with defence communications, uncrewed systems, tactical datalink systems and/or vehicle modification projects.
- Experience with DASR compliance, specifically Part 21J, Part 145M and UAS.
- Experience in aerospace industry, particularly UAS.
Eligibility
- Applicants must be Australian citizens to meet defence security requirements.
- Able to obtain an Australian Defence Security Clearance.
- May require a Foreign Work Authorisation (FWA) as required by the Department of Defence.
Benefits
- Generous study assistance and education options.
- Salary packaging and career development support.
- Health and wellbeing benefits including annual flu vaccinations and access to an Employee Assistance Program.
- Access to discounts for health insurance, travel and accommodation.
- Paid study leave, paid parental leave and Defence Reservist leave.
- Formal reward and recognition program.
Equal Chance Employer: We are an equal opportunity employer. We do not accept unlawful discrimination in our recruitment or employment practices on any grounds including but not limited to race, colour, ethnicity, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military and veteran status, or other characteristics covered by applicable law.
Applicants are encouraged to share any accommodations required during the recruitment process. Accommodations may include but are not limited to: conducting interviews in accessible locations that accommodate mobility needs, encouraging applicants to bring and use assistive technology such as screen readers, and offering flexible interview formats such as virtual or phone interviews.
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