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Formic

Product Support Engineer

Chicago, IL || Bolingbrook, ILmidAdded 2 days ago

About this role

Formic seeks a Product Support Engineer to serve as the technical escalation point for field service teams supporting industrial robotics systems. You'll diagnose complex equipment issues, drive root cause analysis, identify fleet-wide trends, and partner with engineering to resolve both immediate problems and systemic product issues.

What you'll do

  • Own technical escalations and troubleshooting for assigned robotic system types
  • Diagnose field failures, review logs and system data, and develop clear remediation plans for field engineers to execute
  • Reproduce and test issues on equipment in-office using PLC, robot, software, electrical, and configuration changes
  • Identify repeat failures and fleet-wide trends, escalating systemic issues to Product Engineering with supporting data
  • Maintain and improve knowledge base documentation including troubleshooting guides, known issues, and lessons learned
  • Occasionally travel to customer sites when required for complex technical support

What they're looking for

  • Industrial automation and robotics troubleshooting
  • PLC programming and configuration
  • Electrical systems and controls knowledge
  • Root cause analysis and failure investigation
  • Technical documentation and knowledge management
  • Communication with field and engineering teams
  • Mechanical systems understanding
  • Data analysis and trend identification
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Formic

Formic builds industrial robotic manufacturing systems and web-based control interfaces for factory automation. The company is hiring Full Stack Software Engineers to develop graphical interfaces for these systems and Robotics Field Service Engineers to maintain and support deployed robotic fleets at customer facilities.

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Likely interview questions

  • Describe a complex automation or robotics issue you diagnosed—what was your troubleshooting process and how did you identify the root cause?
  • How have you balanced supporting immediate field issues while also identifying and escalating systemic problems to engineering teams?
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