Product Support Engineer

KSB is a leading supplier of pumps, valves and related service. Our reliable, high-efficiency products are used in applications wherever fluids need to be transported or shut off, covering everything from building services,industry and water transport to waste water treatment, power plant processes and mining. Founded in 1871 in Frankenthal, Germany, the company has a presence on all continents with its own sales and marketing organisations and manufacturing facilities. Around the globe, more than 190 service centres and around 3,500 service specialists are on hand to provide local inspection, servicing, maintenance and repair services under the KSB SupremeServ brand. Innovative technology that is the fruit of KSB’s research and development activities forms the basis for the company’s success.
People. Passion. Performance. It is these three success factors that make KSB the company it is today.
At KSB, we recognise that it is people who actually make the difference – the people we employ and the people we serve. This is why we are committed to equal rights and treatment worldwide and never lose sight of the aspects ecology and sustainability when manufacturing our products.

Product Support Engineer

KSB GIW, Inc.

Department: Product Management
Reports to: Lead Product Manager
Location: Grovetown, GA
Shift: 1st
FLSA Status: Salary-Exempt

OVERVIEW:
Product Management serves as the link between customer and market needs and the development, production, and ongoing performance of GIW® Slurry Pumps. This team’s mission is to:

• Capture and communicate the voice of the customer throughout the company
• Develop product roadmaps aligned with market demands and business objectives
• Continuously improve cross-functional processes to exceed customer expectations worldwide
• Support a culture of excellence and innovation across KSB Mining

The Product Support Engineer position focuses on:

• Developing, implementing, and managing tools for the global coordination of GIW® Slurry Pumps across four continents
• Maintaining product data for selection tools, configurators, sustainability assessments, and marketing
• Creating and refining business processes to support the introduction, sale, production, and service of new products

The ideal candidate:

• Brings strong analytical and interpersonal skills with an entrepreneurial outlook
• Frames problems effectively, presents new ideas clearly, and influences peers to achieve solutions within cross-functional teams
• Understands the importance of data and digitization in industrial processes and recognizes how these impact customer experience, product development, and business results
• Embraces continuous improvement and follows new ideas through from concept to implementation

RESPONSIBILITIES:

Digital Product Integration

• Lead advancements of SLYSEL and integrate it with other KSB digital platforms
• Maintain accurate product data to support pump selection and analytical tools
• Integrate mining products within global and regional configurators
• Support implementation of customer and internal landing pages, including UID tagging and integration with C4C and KSB marketing resources
• Serve as a liaison for digital and AI-based support tools and facilitate product sustainability data collection (e.g., emissions, water use)

Cross-Functional Support

• Provide support to internal teams and stakeholders
• Develop and manage a product FAQ database and other resources to improve internal communication
• Ensure product documentation is accurate, consistent, and accessible
• Facilitate effective cross-team communication to drive customer-focused results
• Support R&D projects and field trials through the Product Launch Support process
• Coordinate and prioritize initiatives that advance the global supply chain for GIW® Slurry Pumps
• Assist in resolving product nonconformances with a focus on market needs

Process Implementation, Improvement, and Management

• Create and maintain departmental and cross-functional procedures and work instructions
• Lead and participate in new process rollouts and process improvement activities
• Identify and coordinate organization-wide improvement projects

Product Launch

• Research competitor products and services
• Define and promote each product’s unique value proposition
• Identify opportunities to enhance product offerings
• Support the integration of third-party products and instrumentation
• Coordinate product lifecycle assessments according to KSB’s development process

Collect Market and Voice of Customer Feedback

• Collect, summarize, and communicate customer feedback
• Explore and utilize new tools and methods for gathering customer insights

QUALIFICATIONS:

Education:

• Bachelor’s degree in engineering or equivalent technical field preferred
• MBA or comparable graduate degree is a plus

Experience:

• 0–5 years in an industrial product manufacturing environment preferred, but not required

Skills & Knowledge:

• Advanced proficiency with MS Office
• Proficient with SAP Cloud for Customer
• Familiar with industrial mining equipment
• Knowledge of Total Quality Management and competitive analysis
• Strong written and verbal communication skills
• Fluent in English; proficiency in additional languages is desirable
• Demonstrated peer leadership skills
• No direct management responsibilities
• Travel requirements: 5–10%

PHYSICAL REQUIREMENTS:

• Frequently: Sitting, computer work, phone and email communication
• Occasionally: Walking in plant or field settings, domestic and international travel

KSB GIW, Inc. is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. KSB GIW, Inc. makes hiring decisions based solely on qualifications, merit, and business needs at the time.

KSB Group is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. KSB makes hiring decisions based solely on qualifications, merit, and business needs at the time. 

We value employees who take the initiative and are committed to our company; Employees who take responsibility and for whom business success is the focus of their actions. In return, we offer fair framework conditions for collective wages and pensions, flexible working time models, individual training opportunities and the best career prospects.