Job Summary:

 

Technical Hotline and Manual Development is responsible to manage and drive efficiency in the team’s outputs. The role is focused on customer satisfaction by managing warranty claim processing, including validation by a Field Service Engineer (FSE), analyzing customer incidents and identifying common issues. The Product Support Engineer – Technical Hotline and Manual Development supports return material authorizations and replacements, handling customer calls, aligning calls with a proper FSE, and looking at customer priorities for service calls or installation. The Product Support Engineer – Technical Hotline and Manual Development sets FSE schedules to address issues. The position is in Ann Arbor with minimal travel. This position requires the ability to read instructions represented in manuals and follow these instructions. This position exists in a temperature[1]controlled environment.

 

 

Essential/Key Functions:

· Read and comprehend instructions and follow established procedure.

· Support all customer technical calls for battery packs, chargers, and system

· Create Redmine ticket if first responder

· Write service manuals for batteries

· Obtain and work with charger suppliers for service manuals

· Obtain truck information for support on diagnosing battery issues

· Write technical service bulletins (TSB) for all field service, dealers, and ensuring the service bulletins can be used to quickly address hotline calls

· Create a knowledge base FSE troubleshooting tool

· Support field service team with part follow up by tracking down solutions with engineers or charger info

· Support for Demo for sales, NPI support, and warranty support

· Support field service engineers by traveling as necessary for customer issues

· 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

· Support test and validation with duplicating field issues to support SW & HW for root cause analysis · Work with manufacturing to ensure timely manufacturing and shipping of products

· Performs in a manner that will prevent errors and omissions.

· Provides advisory support and assistance to the department manager as needed.

· Responsible for meeting team targets and key performance indicators

· Participate in activities needed to support the management functions of the team.

· Follow all safety guidelines and operate in a safe manner

· Physical presence on the job is essential including weekends and holidays if deemed necessary

· Other duties as assigned by management

 

Education and Experience

· Technical Training e.g. associates degree, ITT tech etc. or on-the-job preferred

· 3 years of work experience in field service or equivalent preferred Knowledge, Skills and Abilities · 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 10% of time if necessary.

· Organization and process oriented

Posted On: Wednesday, January 11, 2023