Field Service Sr Engineer

Dover Corporation • Austin, TX

2d • Hybrid

About The Position

At Dover Fueling Solutions (DFS), we are taking fueling and convenience retail to the next level. We are passionate about cultivating excellence in everything we do, but what really fuels us is our people. They're the heart of our company. As an employee, our promise to you is that you'll work on new and innovative products and solutions, be mentored by managers and teammates who are collaborative, caring, and act with integrity, and have the opportunity to grow in ways that are meaningful to you. Unique and interesting projects - both locally and globally - will challenge you and allow you to pursue different and rewarding career paths. We are #EnergizedByGrowth. DFS is part of a legacy of leadership that spans back generations, made up of some of the most trusted, leading-edge brands in the industry. As part of Dover Corporation and with our talented, innovative, outstanding people, we are doing great things and redefining what is possible in fueling and convenience retail. Providing advanced fuel-dispensing equipment, including clean energy solutions, systems and payment, automatic tank gauging and wet stock-management solutions, DFS comprises the product brands of Wayne Fueling Systems, OPW Fuel Management Systems, ClearView, Tokheim, ProGauge, Fairbanks, LIQAL, AvaLAN, and Bulloch Technologies. Headquartered in Austin, TX, DFS has a significant technology development and manufacturing presence worldwide, including facilities in Brazil, China, India, Italy, Poland, the Netherlands, the United Kingdom and the United States.Key Responsibilities:

Requirements

• Bachelor's or higher degree in a technical, engineering, or related field preferred; significant and in-depth experience may be substituted for a degree.
• Prior field-based technical support experience, ideally with part of this experience working in related industry.
• Up to 50% travel requirement. Must be able to travel with short notice.
• Must have a valid driver's license and be legally able to drive.
• Must be fully capable and willing to abide by company credit card rules when using company provided credit card for business travel related purposes.
• Comply with all company policies
• Initiative-taker/self-motivated, manages own schedule in manner which yields best results.
• Able to work in a high-paced and dynamic team environment.
• Incident management under pressure
• Excellent problem solver, with deductive reasoning and troubleshooting skills.
• Documentation discipline as it relates to support function
• Cross-team collaboration

Responsibilities

• Technical Subject Matter Expert o Knowledge of hardware/software integration and site architecture.
• Advanced troubleshooting including deep-dive diagnostics using logs, debugging tools, network traces, profilers, or source code.
• Escalation point and liaison for complex customer escalations; L1/L2 Customer Support, Product Management, and Engineering
• Develop technical scopes of work and time allocations for work specified.
• Knowledge creation: write internal documentation, playbooks, and conduct training for L1/L2 support teams. o Configure and stage equipment for industry tradeshows. o
• Provide design recommendations for serviceability and usability based on technical experience. Provide internal and external onsite training for product installation, operation, and support.
• Investigate escalated field issues. This includes initiating site visits, troubleshooting and documenting technical issues, capturing, and analyzing log data, escalate to Engineering and executing resolution recommendations from Engineering.
• Primary Support Resource for New Product Development and Sustaining Efforts
• Active member of NPD core team
• Collaborate with Engineering team and gain an understanding of new product dependencies and system integration requirements.
• Create and execute beta test plans to be used during field validation.
• Oversee the installation of beta test products at customer site locations.
• Provide required updates and reports on product performance and convey performance issues to Engineering and Product Management.
• Prepare and distribute field validation completion reports, summarize findings and provide recommendations regarding production enablement readiness.
• Customer Lab Support Resource o Assist with customer lab set up. Distribute updated software to established customer labs and provide assistance as needed.
• Collaborate with commercial team to ensure that customer simulators are configured correctly.
• Documentation Creation o Develop technical scope of work documentation for field service activity.   As needed, develop Knowledge Base Articles (KBAs) for support team. o Document field visits and distribute as requested.

Benefits

• a 401(k) savings plan with employer contributions; medical, dental and vision insurance; wellness programs; health savings account, health care and dependent care flexible spending accounts; company paid short-term disability and long-term disability; company paid employee basic life and AD&D insurance; supplemental employee and dependent life insurance; optional accident, hospital indemnity and critical illness insurance; adoption, surrogacy, and fertility benefits and assistance; commuter benefits; parental, military, jury duty, and bereavement leaves of absence; paid time off, 13 paid holidays/floating holidays per calendar year, paid vacation days, and paid sick leave; including business travel services; employee discounts; and an employee assistance program that includes company paid counseling sessions and legal services.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees