Field Service Technician

Wolverine - Ann Arbor, MI

It requires the background of a field service person, but travel is max 20%. Focus is new product builds for engineering designs and local support, with field support being the lowest priority. Might include handling phone calls with customers on site for support.

3 years min. experience required

Working in the Industrial and Commercial Division

No direct reports; indirect report to guide hourly production support for engineering builds

Day to day responsibilities:

  • Priority 1 is supporting engineering with any New Product Introduction (NPI) builds
    • Wire harness builds
    • Pack builds
    • Modifying parts as necessary using mill, drill, band saw, or grinder
    • Adding new components to existing packs for testing
  • Priority 2 is supporting sales team to ensure demo batteries and accessories, including chargers ship on time
  • Priority 3 is supporting field service engineers
    • Address customer issues via phone, email, and text
    • Travel to customer site for servicing of pack including repair
    • Support development of field service tool
    • Read DTC files, CAN logs, and other files to troubleshoot issues
    • Flash updated SW
    • Support user manual development
    • Drive feedback into process to ensure engineering designs account to fix field issues
    • Train dealers, manufacturers, and end customers on operation & troubleshooting
    • Assist on the manufacturing floor to assemble and test packs
    • Support test and validation with duplicating field issues to support SW & HW for root cause analysis
  • Priority 4 Work with manufacturing to ensure timely manufacturing and shipping of products


Technical Skills required: (i.e. software, hardware, etc):

  • Technical Training e.g. associates degree, ITT tech etc
  • 3 years of work experience in field service
  • Customer facing role
  • Capable of reading DTC codes, CAN logs, SW flash, and troubleshooting electronics and systems
  • Proficient in Microsoft Office
  • Must be flexible and adapt easily to change.
  • Able to travel up to 20% of time.
  • Organization and process oriented

Posted On: Thursday, May 23, 2019

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