JOB SUMMARYReporting to the Field Service Operations Manager, this role is responsible for supervising and coordinating the activities of Senior Field Service Engineers and Field Service Engineers, ensuring they have the resources and support needed to perform their tasks effectively. This role plays a crucial role in ensuring the efficient and effective delivery of field services, contributing to customer satisfaction and operational excellence. This role requires a combination of technical expertise, leadership skills, and a commitment to delivering exceptional customer service.
ESSENTIAL DUTIES AND RESPONSIBILITIES- Supervise, mentor and supports a team of Field Service Engineers that provide escalated technical support.
- Reviews cases escalated from the Senior Field Service and/or Field Service Engineers and determines if the field issues related to product performance are currently or could be systemic.
- Cultivate a culture amongst the team that thrives off of learning new diagnostic and tactical strategies.
- Supports all Service Engineers on data capture methodology
- Captures relevant field data for internal team review
- Supports the fabrication of short- and long-term solutions to systemic problems/issues.
- Responsible for gathering the data used for creation of all service instructions for service memos, updates, bulletins and campaigns.
- Organize and prioritize the deployment of field service personnel to various customer locations and ensure efficient use of resources and timely completion of service tasks.
- Maintain strong relationships with customers to ensure satisfaction with service delivery by addressing and resolving customer issues promptly and effectively.
- Maintain accurate and detailed records of service activities, including work performed, parts used, and customer feedback.
- Perform other related duties as assigned
KNOWLEDGE, SKILLS AND ABILITIES FOR SUCCESS- Strong technical background with expertise in school bus and/or medium duty vehicle applications.
- Product familiarization for all sub-systems on school bus and/or medium duty vehicle products.
- Fluency in traditional data analysis mechanics and presentation
- Fluent in CAN data capturing strategies
- Expert communication and customer relation skills.
- Strong problem-solving abilities and attention to detail.
- 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.
- Excellent leadership and team management skills.
- Ability to work under pressure and manage multiple tasks simultaneously.
- Must be willing to travel as needed to meet operational needs and oversee field activities.
- Flexibility to work outside normal business hours when required, including weekends and evenings.
- Experience with Root Cause Analysis processes & programs.
- Experience using Microsoft Office suite.
BASIC EDUCATION AND EXPERIENCE REQUIRED- Bachelor's degree in automotive-related programs such as, but not limited to, Automotive Engineering, Automotive Engineering Technology, Automotive Technology Management, Advanced Vehicle Systems and Automotive Service Technology (preferred although not required).
- If no degree, 10+ years of automotive manufacturer (OEM) engineering level technical service support.
- 5+ years of automotive manufacturer (OEM) engineering level technical service support.
- 2+ years of Leadership / Direct Report Management experience.
- Class B CDL w/School bus & Air Brake Endorsement or ability to obtain with first 6 months of employment
- All candidates must be a U.S. citizen or permanent resident. Candidates must be authorized to work in the United States and will be required to provide proof of employment eligibility at the time of hire.
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 to 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 vision insurance, 14 paid holidays, vacation time and 401k matching
WORK CONDITIONS The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Office environment and production environment
- Must work in a manufacturing environment with exposure to heat, cold and noise
- Fast-paced production area with moving objects and sheet metal
- Occasional periods of standing or sitting for extended periods of time
- You must wear appropriate PPE when and where required
- Frequent weeks working 40+ hours
- Frequent communication with people throughout the day
*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
LI-remote
