Field Service Engineering Supervisor

Blue Bird Corporation•,

3d•Remote

About The Position

Reporting 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.

Requirements

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.
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). OR 10+ years of automotive manufacturer (OEM) engineering level technical service support.
5+ years of experience in Root Cause Analysis processes & programs.
5+ years of experience using Microsoft Office suite.
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

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 resolve 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