Engineer, Regional Field Service
About The Position
Provides professional technical support to assigned Isuzu dealers throughout the Latin America and Caribbean region to ensure timely vehicle diagnosis and repair, minimize customer downtime, and enhance dealer service capabilities. Supports dealer technicians and service managers with troubleshooting, failure analysis, and repair recommendations. Manages Technical Information Report (TIR) activities, investigates product quality concerns, identifies field trends, supports corrective actions, and serves as a liaison between dealers and Isuzu Motors Limited (IML). Performs technical assessments and approves Authorization Requests (ARs) within established guidelines, and provides the direct supervisor with a weekly report of approved ARs. The position involves both office and field activities, including customer visits, technical investigations, vehicle evaluations, and dealer support. Travel is required as needed throughout Latin America and the Caribbean, including overnight stays; the estimated travel requirement is 15%–25%.
Requirements
- Bachelor's degree in Mechanical Engineering, Automotive Engineering, or Electrical Engineering.
- At least three years of experience in commercial vehicle diagnostics, dealership service operations, OEM technical support, field service engineering, product quality investigations, warranty technical analysis, or a related automotive field.
- Knowledge of diesel and gasoline engines, powertrain systems, vehicle electrical and electronic systems, emissions and aftertreatment systems, air brake systems, hydraulic systems, CAN communication networks, OEM diagnostic software and tools, root-cause analysis methodologies, dealer service operations, and product quality reporting processes.
- Advanced diagnostic and troubleshooting skills and strong mechanical and electrical aptitude.
- Ability to interpret service manuals, schematics, and engineering documentation.
- Strong analytical and problem-solving skills.
- Excellent written and verbal communication skills and ability to communicate effectively with dealer personnel, customers, and engineering teams.
- Strong organizational and project coordination skills.
- Proficiency in Microsoft Office applications.
- Ability to work independently.
- Fluency in English and Spanish.
- Ability to access, enter, and retrieve data using a computer.
- Ability to travel as required, including overnight stays, throughout the Latin America and Caribbean region.
Nice To Haves
- ASE certifications and/or manufacturer technical certifications.
- Knowledge of electric vehicle technologies.
Responsibilities
- Review and validate dealer-submitted TIRs; investigate product concerns, identify emerging quality trends, escalate issues to IML Quality and Engineering, track corrective actions, prepare management reports, and support early detection of field quality issues.
- Review and evaluate ARs, goodwill requests, and technically related warranty matters; approve ARs according to established policies, maintain approval records, prepare weekly AR approval reports, and support warranty investigations and trend analysis.
- Provide dealer technicians and service managers with technical support for troubleshooting, failure analysis, and repair of Isuzu commercial vehicles; ensure adherence to approved repair procedures and coordinate escalation to IML Engineering when required.
- Conduct customer visits during product investigations, verify repair effectiveness, coordinate collection of parts for IML analysis, support root-cause investigations, and perform occasional vehicle inspections.
- Review and validate technical service bulletins, support the development of service communications, and provide field feedback to publication teams.
- Support development and review of technical training materials using actual field cases and recurring concerns.
- Support Quality, Warranty, Parts, Customer Relations, and other departmental initiatives.
- Perform miscellaneous duties as assigned.
Benefits
- Medical, dental, vision, and fertility coverage.
- Fertility and family-building support through WIN Fertility, including adoption and surrogacy benefits, WINMaternity, and PowerPause, with up to $25,000 in lifetime benefits for fertility-related services.
- Paid vacation, 15 paid holidays annually, sick leave, parental leave, and MTO (Miscellaneous Time Off) for volunteering or a compelling personal need.
- 401(k) plan with a company match and an additional Annual Retirement Contribution (ARC).
- Company-paid Basic Life and AD&D Insurance and Travel Insurance.
- Wellness program with resources for physical and mental well-being.
- Tuition reimbursement for job-related coursework, degree programs, and professional growth.
- Employee discounts on insurance, travel, entertainment, car purchases and rentals, retail purchases, and more.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
