A global construction OEM is looking for an organized technical mind with a passion for customer service and a sense of urgency to be their next Service Engineer. In this position, your main objective will be to work with customers and suppliers to resolve technical issues over the phone. Beyond that, your voice will be heard and you’ll be the catalyst for product improvements when you analyze warranty data and identify failure trends. As Service Engineer, you’ll be asked to lead training sessions, process warranty claims and develop technical bulletins.
Your Mission:
- Champion the resolution of customer & supplier technical issues by providing high-quality solutions in a timely manner
- Leverage personal technical knowledge to provide firsthand troubleshooting assistance to customers, suppliers, and aftersales teams
- Act as the technical liaison with the parts department
- Create & manage the production and distribution of technical bulletins
- Coordinate with internal engineering team regarding the resolution of field technical issues
- Process timely warranty claims and provide oversight
- Evaluate claims for frequency and financial trends then recommend product improvements
- Work cross-functionally with internal teams such as engineering, manufacturing, sales, service, and product management to determine the root cause and identify a corrective solution
- Develop and lead product training on machinery operation, maintenance, and technical service
- Keep accurate records and produce reports for management as needed
- Establish and maintain working relationships with suppliers, community business members, and customers
- Travel to customer or distributor sites as necessary
Qualifications:
- Technical degree or relevant training/experience required
- 5+ years technical experience with heavy equipment
- Strong ability to stay focused and composed while in a fast-paced, manufacturing environment
- Technically inclined with strong knowledge of electrical, hydraulic & emission systems
- Excellent communication skills, both written and verbal
- Detail-oriented with great organizational skills
- Microsoft Office (Excel, Microsoft Word) skills required
