Field Service Engineer II

Daimler Truck North America•Jacksonville, FL

27d•$78,000 - $100,000•Hybrid

About The Position

The position provides expert guidance on commissioning, installation, and troubleshooting of equipment, while also managing spare parts logistics, supplier performance, and customer satisfaction. The role is pivotal in aligning field service, supply chain, and aftermarket operations to ensure seamless support and continuous improvement across North America.

Requirements

A Bachelors Degree and 2-4 years of relevant experience, or 6 years of relevant experience in lieu of degree, is required
Requires in-depth knowledge and expertise in job field and working knowledge of related disciplines
Uses analytical thought to independently solve complex problems with minimal guidance and identify solutions
May lead team or department projects or work streams within broader projects
Acts as an advisor to management and key external stakeholders on job field related projects
Acts as a resource and guide for colleagues with less experience
Uses experience to contribute to standards in which others will operate
An attached resume is required

Responsibilities

Technical Support Provide technical advice to customers, including commissioning, installation, and testing of equipment.
Troubleshoot complex start-up and implementation issues; train customers on equipment features.
Provide technical support to mechanics for spare parts-related questions and issues.
Utilize product and technical expertise to assist after-sales field technicians and customers in identifying the right parts for their applications.
Interpret technical after-sales documentation (spare parts and repair methods) to facilitate accurate parts identification and usage.
Use the XSF ticket system to provide feedback to headquarters in Germany regarding undocumented parts and track the progress of requested documentation changes.
Create and maintain comprehensive documentation, including FAQs and troubleshooting guides, to assist customers in resolving common issues independently.
Collaborate with the sales team to support them with technical information during customer interactions and contribute to the development of training programs.
Advise parts engineering on quality improvements and warranty decisions.
Supply Chain & Logistics Lead first-level support for all spare parts topics in North America.
Analyze customer complaints, write incident reports, and oversee complaint resolution.
Manage service partners in campaign and recall execution; report on spare parts status.
Identify and recommend alternative parts for repairs and installations.
Oversee strategic supply chains and supplier relationships; conduct reviews and assessments.
Drive process improvements and contribute to new supply chain tool development.
Manage critical order fulfillment and exceptions to meet downtime commitments.
Optimize inventory through balancing, obsolescence decisions, and shortage monitoring.
Implement and manage warehouse concepts and inventory control at PDI sites.
Customer Engagement Develop ongoing relationships with customers to secure future business.
Collaborate with internal and external stakeholders on parts-related topics and solutions.
Support sales with technical insights and parts-related expertise.
Assist in the resolution of customer complaints and warranty claims by investigating issues and recommending appropriate solutions.
Work closely with the material planning team to ensure accurate stock levels and timely delivery of spare parts to customers.
Stay updated on industry trends, product advancements, and technical specifications to enhance expertise and provide valuable insights to customers.
Process Improvement Participate in process improvements and new supply chain tool development.
Develop and utilize dashboards and shortage monitoring reporting tools to minimize supply chain risk.
Pursue supply chain optimization initiatives and liaise with various departments on promotions, new supplier awards, supersessions, and product lifecycle decisions.
Conduct regular audits to maintain inventory accuracy and identify optimization opportunities.
Leadership & Strategy Oversee strategic supply chains and supplier relationships; conduct reviews and assessments.
Drive process improvements and contribute to new supply chain tool development.
Manage critical order fulfillment and exceptions to meet downtime commitments.
Optimize inventory through balancing, obsolescence decisions, and shortage monitoring.
Implement and manage warehouse concepts and inventory control at PDI sites.
Act as liaison between PDI and headquarters to align on objectives and initiatives.

Benefits

annual bonus program
401k company contribution with company match up to 6% as well as non-elective company contribution of 3 - 7% depending on age
starting at 4 weeks paid vacation
13+ calendar holidays
8 weeks paid parental leave
employee assistance program
comprehensive healthcare plans and wellness programs
onsite fitness (at some locations)
tuition assistance and volunteer paid time off
short-term and long-term disability plans