Customer OnSite Product Engineer

Date: Nov 6, 2018

Location: Conway, AR, US

Company: Dover Corporation

Dover Business Services [is an independent business unit that] empowers OpCo growth by providing best-in-class operations expertise and services to increase capacity, improve control and reduce costs. In the future we will also provide analytics, strategic services and leverage advanced technologies.  This enables OpCos to focus on customer business activity and growth strategies. DBS supports Dover’s Operating Companies through the processing of select financial and transactional processes and provides HR and IT support.  DBS operates shared service centers in China, North America, the Philippines and Scotland.

Position Summary


The Customer OnSite Product Engineer will be located within the customer’s facility in Bentonville, Arkansas. The position is essentially a combination of SW QA Engineer, Product Support Engineer, and Business Analyst, will report into the Global Engineering organization, and is responsible for supporting the ongoing product development and sustaining activities with a large customer in the Bentonville area. The position will have daily customer interaction and will, as such, require an individual that is not only technical but possesses excellent customer management and communication skills.


Key Responsibilities

  • Develop and maintain knowledge of client networks and system configurations and understand customer’s business use cases and requirements
  • Customer in-lab supplemental QA test support (application/package installation, remote deployment, functional test, etc.)
  • Perform standard upkeep of DFS’s equipment in customer lab, such as hardware replacement, software application configuration, maintenance, testing, and upgrades
  • Participate in daily standup and work closely with software development team to troubleshoot customer issues and perform tests
  • Develop business/technical relationship with client and provide engineering business analyst support for customer initiated feature requests and initial triage of customer identified product defects during development
  • Support customer lab testing of embedded devices for hardware, firmware, and application functionality
  • Support customer lab testing of applications in a Windows CE, Windows 8.1 and Windows 10 environment
  • Work with customers to troubleshoot and resolve complex network and product issues
  • Interface regularly with internal teams to assess and minimize business risk and to identify new opportunities
  • Participate actively in analysis of results and defect management / resolution process
  • Help to create processes and documents that will benefit customers and service technicians


The successful candidate will have/possess: 

  • Solutions Oriented & Technical Communicator - with direct, on-site customer exposure, can help bridge gap between Customer (new ideas, feature/change requests) and Engineering / Product Management
  • Outstanding oral and written communication skills with strong customer focus; meticulous with technical details
  • Strong analytical and problem-solving skills with ability to troubleshoot and validate hardware and software configurations and installations; ideally experience with lean tools such as Ishikawa’s, 5-Why’s, and A3’s preferred
  • Working knowledge of standard communication protocols and networking security, including serial (RS-232), TCP/IP, SFTP, TLS, CAN, VPN, DNS, DHCP, iPSec, etc.
  • Knowledge of payment technologies and processing environments, including Point of Sale (POS), Payment Transactions (EMV, Point-to-Point Encryption), Payment Processing, and Payment Security (PCI Standards)
  • Ability to write technical articles outlining problems resolution and troubleshooting steps which contribute to the knowledge base
  • Individually motivated but understands the importance of teamwork and communication; self-starter with ability to perform away from supervision
  • Demonstrated ability to solve complex problems both individually and as part of a team
  • Demonstrated technical leadership in Testing of Products
  • Demonstrated experience in working with global teams and external agencies like UL, TUV, FM, CSA etc.

Candidate Experience and Qualifications

  • A Bachelor’s degree in Engineering (CS, CE, or EE), or related discipline is required


Essential Functions

  • Excellent written and oral communication skills, with strong customer focus
  • Ability and desire to work in a fast-paced team environment
  • Ability to work in excess of 8 hours per day
  • The ability to perform the essential functions is a requirement of the job. Reasonable accommodations

may be used to meet these requirements.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

This position may be located in: Americas : United States : Arkansas : Conway

Sub Division : Global Centralized Services

Job Requisition ID : 20785

Nearest Major Market: Little Rock

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