Product Service Engineer (Level DOE)

About the position

The Product Service Engineer interacts internally with personnel from the Service department such as Troubleshooters, Product Service Managers, Field Service, Warranty, Service Training as well as other internal departments such as Engineering, Manufacturing and Product Safety. The position also interacts with dealer service technicians and Service managers as well as dealer Parts Department staff.

Responsibilities

• Participate in Product Quality Team meetings to provide information regarding field service experience such as service troubleshooting cases, warranty data and feedback from field service staff.
• Retrieve and summarize warranty and service parts sales data to assist Product Service Managers and/or lead determination of root cause and corrective actions for field failures.
• Administer Field Modification Process for assigned products.
• Some travel will be required during the year to visit dealers/customers, manufacturing sites, present at Dealer Service Manager Seminars or assist in Service Training.
• Lead or assist Product Service Managers in performing serviceability evaluations on new or competitive equipment.
• Engage in Small Project Deck and small NPD projects.
• Assist in training field service personnel on new products and assist the Training Department with field schools on a limited basis as needed.
• Have a good working knowledge of Bobcat Company products including Compact Construction Equipment, Attachments and Utility Vehicles.
• Troubleshoot field service issues received from dealers.
• Be a technical resource to assist Service Troubleshooters with resolving field service issues.
• Provide technical assistance to dealer personnel, Regional Support Managers, District Parts and Service Managers, and the Product Development group.

Requirements

• Bachelors degree in Engineering
• 2 to 5 years of experience
• Minimum of 1-3 years' experience in product support field.
• Compact equipment experience is preferred.
• Solid mechanical skillset and equipment troubleshooting experience.
• Excellent communication (verbal and written), interpersonal and customer service skills.
• Excellent cross-functional teamwork skills.
• Effective time management and priority focus skills.
• Strong analytical aptitude.
• MS Office Suite proficiency.
• Minitab experience.