Field Service Engineer

Wolverine - Ann Arbor, MI

The Field Service Engineer (FSE) will travel to customers to assess the issue and fix the problem(s). They will be expected to fill out non-conformance reports for the quality team to drive permanent solutions with engineering. This person will travel approximately 85% of the time within their region or to Ann Arbor, MI for training. The FSE will interact with their peers and engineering to support the FSE in the resolution of the issues. Additional items the FSE will be responsible for is training Dealers within the region to be able to get to all customers within a targeted window for on-site support. The regional FSE will be the first point of contact for the regional dealers to support the dealer in solving their issues.

Day to day responsibilities:

  • Address customer issues via phone, email, and text
  • Manage installation schedule; Perform installation on customer site
  • Develop knowledge-based troubleshooting and frequently asked questions (FAQ) guides
  • Support development of field service tool
  • Identify requirements for a product by observing customer use cases while on-site
  • Read DTC files, CAN log, and other files to troubleshoot issues
  • Flash updated SW
  • Support user manual development
  • Drive feedback into the process to ensure engineering designs account to fix field issues
  • Establish relationship at the service level
  • Perform order checkout
  • Install customer orders and train
  • 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
  • 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 25% - 50% of the time.
  • Organization and process oriented

Posted On: Friday, April 19, 2019

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