Analysis Skills, Communication Skills, Construction Equipment, Continuous Improvement, Customer Experience, Customer Relations, Customer Support/Service, Data Analysis, Dental Insurance, Electricity, Electronics, Employee Assistance Plan, Equipment Maintenance/Repair, Ethernet, Fleet Management, Fortune 500 Customers, Hydraulic Engineering, Identify Issues, Knowledge Base, Microsoft Office, Microsoft Product Family, On Site Support, Oscilloscope, Performance Management, Problem Solving Skills, Process Improvement, Product Support, Quality Engineering, Quality Management, Resolve Customer Issues, Scripting (Scripting Languages), Six Sigma, Team Player, Technical Delivery, Technical Support, Technical Writing, Test & Measurement Equipment, Trend Analysis, Writing Skills
Product Quality & Support Engineer
Construction Equipment Electronics | Product Quality | Customer & Dealer Support
Full-Time | On-Site | 2–4 Years Experience
Diversified Services Network, Inc. (DSN) is seeking a full-time Product Quality & Support Engineer to join our team in Mossville, IL! We offer full benefits, PTO, 401k, and more! If you are a technically curious, customer-focused engineer ready to make a direct impact on product quality and dealer success within an extremely reputable, stable Fortune 500 company — let’s talk!
Position Overview
We are seeking a Product Quality & Support Engineer to backfill a key role on our Product Support team, fully on-site in Mossville, IL. This role focuses on product quality and customer service across construction equipment electronics, software, and systems. You will be a crucial part of ensuring our customers get the most out of their equipment — providing deep technical support that requires both strong engineering knowledge and a customer-first mindset.
You will work within a highly collaborative team that pools knowledge and experience to solve customer problems, while also leveraging deep engineering expertise to quickly resolve issues and drive continuous product improvement.
Key Contributions & Responsibilities
- Maintain daily communication with dealers regarding product inquiries and quality concerns.
- Conduct weekly review of quality data and trends to identify and escalate emerging issues.
- Collaborate with customers on the worksite, create solutions at company facilities, and work with dealers to deliver a superior customer service experience.
- Provide field technical support and fleet management guidance to maximize machine performance.
- Equip dealers with essential tools, parts, and service information for diagnosing, maintaining, and repairing equipment.
- Deliver technical support and contribute to the team’s shared knowledge base to continuously improve response quality and resolution speed.
Team Structure & Work Environment
- You will work within a close-knit Product Support team that shares experience across products with similar electronics and architecture, while developing deep expertise in quality improvement processes and product application.
Requirements
Candidate Requirements
Education & Experience
- 5-7 years of relevant experience required.
- Bachelor’s or Master’s degree in Engineering degree preferred; a technician background with equivalent hands-on experience will also be considered.
Top 3 Skills
- Electrical troubleshooting across complex construction equipment electronics, software, and systems.
- Clear, professional communication with dealers, customers, and internal engineering teams.
- Self-motivated with the drive to independently pursue resolutions and continuously grow technical knowledge.
Required Technical Skills
- Proficiency with Microsoft Office products.
- Hands-on experience with test and measurement equipment: multimeter and oscilloscope.
- J1939 CAN and Ethernet communication experience.
- Experience troubleshooting hydraulic systems and software.
- Familiarity with sensors including Hall Effect sensors, pressure transducers, and angle sensors.
Desired Technical Skills
- Technical writing experience.
- Data analysis skills and familiarity with Six Sigma methodologies.
- Scripting or macro development experience.
Required Soft Skills
- Friendly and empathetic approach to dealer and customer interactions — able to build trust and diffuse frustration while driving toward resolution.
- Persistent and resilient — willing to see complex problems through to a complete resolution without losing momentum.
Benefits
- Dental insurance
- Vision Insurance
- Disability insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Paid Holidays
Please follow the link to our website for a list of job openings in Engineering, IT, Project Management, and more! https://www.dsnworldwide.com
Salary expectations: 75,000-80,000 per annual
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Diversified Services Network, Inc.
Founded in 1989, Diversified Services Network, Inc. (DSN) provides IT, engineering, and enterprise solutions to Fortune 500 companies and state/federal government agencies, particularly those in industrial manufacturing, insurance and human services. DSN is a certified Woman Business Enterprise (WBE) by both the Women’s Business Enterprise National Council (WNENC) and the State of Illinois, as well as a certified Disadvantaged Business Enterprise (DBE).
100 to 499 employees
http://www.dsnworldwide.com