Product Service and Support Field Engineer

Allison Transmission•Lafayette, LA

13h

About The Position

The Product Service & Support (“PSS”) Field Engineer is responsible for identifying issues with, servicing, and repairing products, equipment and systems that have been purchased by Off Highway’s customers. The PSS Field Engineer also serves as the point of contact for customers’ technical product questions, provides field service support, champions the root cause investigation and corrective action process for major issues, and processes warranty claims in order to ensure a high level of service and support for our customers. Other duties include but are not limited to the following:

Requirements

Languages – English is mandatory; other languages are preferred.
Strong technical knowledge and hands on experience on Off Highway products.
Knowledge of failure modes analysis (what failed and why).
Strong 8D discipline and basic RED X knowledge.
Strong computer skills.
High computer’s skills in Microsoft & internet; Off Highway systems is an advantage.
High verbal and written communication skills (Face to face, Phone & e-mail).
Strong process and teaming skills as this position involves a great deal of interaction with Leadership, Service Centers, and Customers.
Must be self-starter and able to work towards department goals with minimal supervision.
Bachelor’s degree in Engineering is required; Electrical, Mechanical or a related field of study in Electrical Mechanical engineering degree is a plus.
3 - 5 years minimum experience with warranty and field technical services support processes and management. Automotive business is preferred.
5 - 7 years minimum exposure of industrial manufacturing processes. Automotive business is preferred.
Prior experience in diagnostic test engineering roles
Ability to travel (approx. 50% of time, mostly in North America) and be available for training in Europe.
Travel may be on short notice.

Nice To Haves

Experience / familiarity with electrification products and driveline components.
SMT, Microelectronics experience/knowledge.
Experience with CANalyzer software’s and functionality is a plus.

Responsibilities

Manages, deploy, execute, monitor and support major issues’ resolution by strong 8D discipline and RED X approach (safety, customer satisfaction, relevant impact on warranty cost):
Field troubleshooting on site and by phone.
Make necessary customer’s on-site visit and submit written report of findings, solutions, and observations.
Answer technical help line questions on all product lines – trouble shooting, service parts lists, TSBs, service manuals, etc.;
Perform investigation and analysis on field failed returned drivetrain components (axles, transmissions, EV motors, etc.)
Develop and lead action plans, working close with manufacturing plants and engineering on problem resolution process for field issues.
Conduct Mechanical and Electrical inspection & testing of returned warranty components to determine failure modes and corrective actions and distributes field information to facilitate tracking customer satisfaction concerns.
Organize and conduct training classes for customers, dealers, and service centers on product teardown and troubleshooting.
Complete machine checkouts for new applications to verify machine performance conforms to application approval.
Review engineering information and rework this information so that it can be included in our field service information:
Provide technical service info that is to be included in service manuals.
Assist in establishing proper operating procedures and preventive maintenance programs for dealers or customers.
Perform assessment at service center’s site in order to verify if Off Highway requirements are applied as per Off Highway guidelines.
Complete warranty claims processing as required.
Support PSS Manager in managing field campaigns at any region or site.
Support plant Quality Managers, as required, on managing DOA at customer site.
Immediately notify PSS Manager of any customer issues or changes in claims trends to initiate appropriate corrective action investigation.
Direct and facilitate customer intervention as appropriate

Benefits

Choice of medical plans with prescription coverage
Employer HSA contribution
Dental & Vision Insurance
Paid Parental Leave
Short & Long-Term Disability
Other voluntary benefits including: Critical Illness, Hospital Indemnity, Identity Theft Protection and Pet Insurance
401K with generous Company match & contribution
Accrued Paid Time Off
12 Paid Holidays + 1 Floating Holiday
Robust employee wellness program
Tuition assistance program