JOB SUMMARY:Reporting to the Field Service Engineering Supervisor this role is responsible for providing support to the FSR by providing solutions to issues that are above & beyond the FSRs technical abilities. The Field Service Engineer will launch, manage & complete PLM design & release projects that resolves field service failures and drives product improvement change in current and future builds. The FSE is the primary provider of engineering level factory support on Field Service technical issues as presented by the Field Service Representative (FSR) team.
ESSENTIAL DUTIES AND RESPONSIBILITIES:- Build strong, trusting relationships with the Field Service Representative team
- Troubleshoot and resolve difficult technical problems; ensure compliance to all appropriate level of specifications
- Stay abreast of new products & features in order to provide trouble shooting & repair instruction to the FSR team and dealers
- Stay abreast of new products & features in order to advise the Technical Publications & Training Content teams of required technical publication & training updates
- Provide the Technical Publications & Training Content teams the technical input needed to complete technical publication & training updates
- Complete field campaign instructions, troubleshooting guidelines and manuals
- Assist other Field Service Engineers when needed
- Perform other assigned tasks
KNOWLEDGE, SKILLS AND ABILITIES FOR SUCCESS- Engineering level chassis, body, electrical and/or powertrain technical knowledge
- Experience in CAN communication and/or J1939 protocol
- Excellent communication and customer relation skills
- Rational decision making and problem-solving ability
- Detail oriented with a high degree of accuracy
- Proven track record of working independently, following-through and solving problems quickly
- Proven track record of working together as a team working collaboratively to solve problems
- Availability for travel depending on customer needs
- Derive and execute creative diagnostic strategies when published T/S is exhausted
- Proficient with common medium/heavy duty tooling such as Allison Doc, Cummins InSite, Bendix A-com, IDS, Etc.
- Fluent with advanced level tooling such as PICO scope and
- Familiarity with commercial CAN analysis platforms such as PEAK or Vector
- Experienced in Root Cause Analysis processes & program
- Commercial Class B driver's license
- Proficient in Microsoft Office Suite
BASIC EDUCATION AND EXPERIENCE REQUIRED- Bachelor's Degree in automotive-related programs such as, but not limited to, Automotive Technology, Automotive Technology Management, Field Service Operations, Advanced Vehicle Systems, Automotive Engineering, Automotive Engineering Technology, Automotive Service Technology and Automotive Industry Management (preferred but not required)
- 5+ years of automotive manufacturer (OEM) engineering level technical service support
- 8+ years school bus or 10+ years medium duty truck experience
WE VALUE- Ability to anticipate and understand customer needs and provide guidance
- Excellent interpersonal and customer relationship skills to handle difficult and sensitive matters.
- Strong project management skills. Exposure to difficult or complex projects a plus.
- Ability to influence stakeholders
- Effective communication and ability to communicate complex details in a clear manner.
- Flexible workspaces and work hours that help you unleash the best you.
- Working in a collaborative team and balancing the needs of individual stakeholders while delivering corporate objectives.
INCLUDES- Continued Professional Development
- Benefits including medical, dental and eye insurance, 14 paid holidays, vacation time and 401k with match
*The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
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