Field Service Technician

ZF Group

79d•Remote

About The Position

The Field Service Technician: – Technical Training & Support plays a dual role in both hands-on technical support and product training within the ZF Commercial Vehicle division. This position bridges the gap between field service, customer support, engineering, and training—ensuring high-quality service experiences and knowledge transfer to internal teams, dealers, and end-users. The ideal candidate is a strong communicator with technical expertise, who thrives in both field diagnostics and customer education. This is a remote position requiring up to 50% travel. The ideal candidate will be located in the state of Texas (Houston, Dallas, or Austin is preferred).

Requirements

Associate’s Degree with equivalent years of experience, bachelors degree preferred
3-5 years of technical experience in field service or product support, preferably in commercial vehicles or heavy-duty systems
Experience delivering technical training and developing training materials
Strong troubleshooting and diagnostic skills with driveline, axle, or transmission systems
Comfortable communicating across departments and with customers at all levels
Proficient in MS Office

Nice To Haves

experience with CRM, LMS, and diagnostic software tools preferred
ASE Certification is a plus

Responsibilities

Serve as a technical field resource to internal ZF teams, OEMs, dealers, distributors, and fleet customers and address call center escalations as a Level 2 technical support resource.
Review the biweekly unit-down list with the call center to proactively identify and resolve field issues and escalate unresolved product concerns to engineering with clearly documented data and root cause observations.
Develop and maintain diagnostic tools and strategies (e.g., parameter decoders, measurement tools) to support efficient issue resolution.
Maintain and leverage working relationships with OE field reps to collaboratively support shared customers.
Deliver web-based and in-person technical training to distributors, fleets, dealer technicians, and internal teams and support the development of new training materials in partnership with the training team.
Conduct internal technical training sessions for cross-functional departments to enhance product knowledge and promote a knowledge-sharing culture through hands-on demonstrations, SOPs, and technical bulletins.
Visit dealerships and service partners in your region to maintain relationships and promote ZF support—travel permitting.
Assist sales and marketing with product positioning by providing technical insights and customer education and identify and support new retrofit opportunities through site visits, technical feasibility analysis, and solution guidance.
Collaborate with internal and external quality teams to investigate field concerns, develop repair strategies, and participate in campaign/recall activities including documentation and instruction review.
Participate in IAM policy development and process support for service-level claims.