Role: Product Service Engineer 1 - (95550-1)
Location: Chillicothe, IL
Duration: 24 Months
Location: Chillicothe, IL
Duration: 24 Months
Job Description:
- 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.
- Additional information: Availability and desire to travel domestically on assignment at dealer, supplier and manufacturing plant locations where equipment is manufactured / partially installed / installed or used.
- The selected applicant will be required to complete and pass Client and Customer Site Safety training(s).
- This job role is primarily performed during normal day shift hours but might include some off-shift and weekend responsibilities.
- 1 year experience required.
Position’s Contributions to Work Group:
- Service Engineering Services contribution within LPSD AT&ES Aftertreatment team considering scaling business opportunity.
Reason/motivation for request:
- Addition
Why Client ? “Whether it be ground-breaking products, best in class solutions or a lifelong career, you can build what matters to you at Client. With 150 locations in countries around the world, what you create at Client travels and helps people around the world. You can collaborate with the best minds in the industry, complete meaningful work and continuously grow and develop through our various opportunities. Here, you can do the work that matters.”
Why this Role?
Product Service Engineer role is a new addition within our Aftertreatment team with opportunity to support NPI, DTO and CPI projects.
From technical documentations (A&I, OMM,…) of the product to customer site troubleshooting, investigation and diagnosis leading to corrective action and permanent resolution this job opportunity will provide exposure / participation in projects/ activities around Product Quality, CPI, Failure Analysis, Reliability, Product Performance and Support
Typical task breakdown:
- Supports creation of Summary Reports, Technical Documentations for projects, prepare Failure Analysis, reviews and acts on Issues lists, acts as technical liaison between Client and Dealers, Site troubleshooting and commissioning support activities at customer sites.
Interaction with team:
- Daily collaboration sessions, meetings, calls, site visits
Team Structure:
- Base team located in building AC, in Mossville Il, with supportive team members across US and India, China,
Work environment:
- Fast paced, professional, highly collaborative and issues resolution focused work environment!
Education & Experience Required:
- 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.
Top 3 Skills:
- 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
Additional Technical Skills:
(Required):
- Technical Proficiency with attention to details
- Decision Making and Critical Thinking
- Documentation and Reporting
(Desired):
- Knowledge of Client Systems / Product(s)
- Teamcenter, PRWB, EPIX, SISWEB, Client ET, TMI …
Soft Skills:
(Required):
- Problem Solving
- Active / Proactive Communication, Listening
- Teamwork and Interpersonal Skills
- Customer Service Orientation
Travel Requirement -50-75%; Continental US, traveling to data centers & other aftertreatment customer sites across the country
Export Control Requirements - Yes
