Associate Product Service Engineer

Payrate: $40.00 - $41.00/hour
 
Summary:
In this role you will provide support services which include investigating, troubleshooting, and diagnosing application and technical problems, followed up with restoration of service through corrective actions and permanent resolutions.
 
Job Duties and responsibilities:

• Hardware and software issues identification for a group of Aftertreatment customers and dealers.
• Implementation and utilization of standard support processes to respond, restore, and resolve issues.
• Resolve technical product issues with product development engineering.
• Participate in New Product Introduction (NPI, DTO) projects. Complete NPI product support deliverables including field development and field follow projects as required. Coordinate and complete Field Follow objectives as part of programs.
• Provide hands-on product expertise to complete problem analysis and provide / support with ICA / PCA.
• Communicate with internal stakeholders, dealers regarding status, problem troubleshooting, etc.
• Report issues within the CPI (product defect) process to assure proper resolution to ongoing issues.
• Support technical information bulletin, Service Magazine, Service letters, creations / updates - providing a basis for publication to dealers.
• Support inspection on parts returned through warranty claims to determine method of failure, possible cause and urgency of need for correction.
• Keep abreast of and report on all aspects of safety.
• Create and report product improvement ideas including functional enhancements and supportability improvements.
• Product Service Engineers are responsible for resolving a high percentage of application issues, and prompt escalation to advanced engineering specialists when a quick resolution cannot be obtained. Assist with preparing Failure Analysis, Summary Reports, Review Issue lists, and informing appropriate persons on problem solutions.
• Act as the liaison between the Client implementation teams, product development teams, and other support team members and dealers, ensuring appropriate corrective actions are performed and that industry standard change management and support processes are followed.
• Key Relationships: Product Team Leader: frequent discussions regarding priorities, directions, and assistance. Product Support Team: frequent interaction and discussions with support analysts / commissioning team members.
• Assure knowledge transfers between team members. Implementation Team: frequent discussions regarding site-specific customer information. Engineering: frequent discussions regarding customer problems. Liaison to ensure problem diagnosis, information on patches/fixes and functionality issues are resolved. Keep abreast of product performance in assigned area of responsibility.
• Customers and Dealers: communicate on a regular basis status and resolution of issues.

• Years of experience: Minimum 1 year experience expected
• Degree requirement: Engineering degree or equivalent experience / education to gain technical competency
• Do you accept internships as job experience: No
• Are there past or additional job titles or roles that would provide comparable background to this role: No.

• Customer focus - sense of urgency and capacity for prioritization
• Problem solving - project driven - delivering safety, quality and excellence to customers
• Systems Troubleshooting electrical / mechanical / software

• Technical Proficiency with attention to details
• Decision Making and Critical Thinking
• Documentation and Reporting
• Knowledge of client Systems / Product(s)
• Teamcenter, PRWB, EPIX, SISWEB, CAT ET, TMI ...

• Problem Solving
• Active / Proactive Communication, Listening
• Teamwork and Interpersonal Skills
• Customer Service Orientation

 
 
Pay Transparency: The typical base pay for this role across the U.S. is: $40.00- $41.00/hour. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, den match, life ion benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match,  life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law. 
 
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