Date Posted: 02/11/2026
Hiring Organization: Rose International
Position Number: 496894
Industry: Manufacturing
Job Title: Product Support Engineer
Job Location: Mossville, IL, USA, 61552
Work Model: Onsite
Shift: M-F, 7am - 3:30pm or 8am - 4:30pm
Employment Type: Temporary
FT/PT: Full-Time
Estimated Duration (In months): 13
Min Hourly Rate($): 38.00
Max Hourly Rate($): 42.00
Must Have Skills/Attributes: Linux, Troubleshooting, VMWare
Experience Desired: ITSM, troubleshooting, Linux, VMWare support & image management (3-5 yrs)
Required Minimum Education: High School Diploma or equivalent
Preferred Education: Bachelor’s Degree
Job Description
Education Requirements:
- Bachelor's degree preferred
Required Skills for the Product Support Engineer:
- Working knowledge of Information Technology Service Management (ITSM) processes.
- Technical Troubleshooting: Working knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation.
- Effective communications: The Product Service Engineer will be required to communicate with internal team members, external parties like Cat dealers and service tool users.
- Linux/Windows PC maintenance
- Cable Maintenance
- VMWare Support & Image management
Product Support Engineer Overview:
- Serves as an Electronic Service Tools Product expert / Service Technology Subject Matter Expert. Stay current with all digital products and applications.
- Manages cases to provide an appreciated, secure and effortless experience with customers, dealers, and internal partners for every interaction.
- Triage / Troubleshooting – also support to Concentrix agents
- Tactical – Timely resolution and follow-up with customer & dealers
- Issue identification – reports in all forms from customers, dealers, industry reps and subsidiaries.
- Issue investigation – basic triage, statistical analyses, basic testing and analysis of application failures, etc.
- Resolution of commitments – formally document issues and provide follow-up on the resolution process with dealers, customers and appropriate internal teams.
- Manages hand-ups/escalation paths in support of daily operations.
- Manages requests to the urgency defined by our service level agreements.
- Serves as the primary point of contact for Tier 1 for the lines of business the Digital /Prod Service Engineering supports.
- Supports continuous improvement efforts.
- Creates and updates self-service and Tier 1 support knowledge articles for digital products and applications.
- Analyze and develop new customer service rep training or customer self-service opportunities, based on improving customer experience, preventing lost sales, churn, and solving customer issues.
- Support Digital Product training for CSRs
- Supports the development and maintenance of Business Rules
- Validate and create process maps
- Provides input to digital product and application support teams.
- Conducts occasional dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications.
Typical task breakdown:
- OIP Support calls/tickets
- Remote Troubleshoot Support
- Internal ET licensing/Renewals
- Section PC/ECM support
- Linux/Windows PC maintenance
- CWS Groups Access
- DevOps Access
- Section Wiki Management & Access
- Section Website Admin
- ECM/CA/UFO Inventory
- ECM Rack Maintenance
- ECM FPS Registration
- Washing/Troubleshooting ECMs
- Cable Maintenance
- Dev tokens for Network Managers
- Pyflash Network Managers
- VMWare Support & Image management
- L1/L2 Knowledge Documentation
- Part Orders
- DevOps Transition Project
- Relay boards/software
Benefits:
For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.
California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.
Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.
If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.
Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).
I have been very pleased with my experience with Rose International. Everyone that I encountered was very helpful and courteous.
Stephanie, Consultant
It was great working for Rose International. Everyone was extremely helpful.
Rosann, Consultant
Thanks for the opportunity. If in the future I ever need a job, I would like to work for Rose International.
David, Consultant
I had a very positive experience working for Rose. The entire process is very efficient and easy.
Joanne, Consultant
Your team at Rose International is always very helpful and responsive.
Barbara, Consultant
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