- Lead the strategy for service of upcoming products thru inter and intra departmental communications
- Monitor change requests and route the necessary actions throughout the service group.
- Provide technical interface to the documentation team
- Lead design for serviceability input of new products
- Manage and distribute Internal Support Requests for action as necessary
- Research options and sales volumes of products for refurbishment packages
- Actively participate in the capacity of an Individual Contributor providing serviceability requirements and working closely with Product Managers and Engineering to track progress of these features
- The Serviceability Engineer will perform pre-release product validation and verification, share field lessons learned/issues seen post-release, and drive corresponding serviceability features and tools into product design
- This is a challenging position with the opportunity to work collaboratively with professionals in a number of cross functional areas, with a focus on enhancing the customer experience by improving product serviceability and usability
- The Serviceability Engineer maintains a close pulse on the incoming support cases by performing periodic case reviews and reviewing feedback from support/customers
- In addition, they also provide valuable inputs from a customer/support perspective on new features and improvements, ensuring serviceability and supportability are accounted for in the product when designed
- Develop Business Requirement documents to drive Serviceability improvements in the product
- Provide input to Engineering on new products early in the NPI cycle to improve serviceability and diagnostic functions
- Review deferred and critical defects with Engineering and follow through to ensure fixes are provided in a timely manner
- Work collaboratively through PRD reviews and validation testing with Support and other cross-functional organizations for product/process improvements and developing troubleshooting guides
- You'll find yourself at the intersection of customer support and engineering
- This collaborative environment allows you to play a key role in driving product and process improvements, making a significant impact on the overall customer experience "Working as a Serviceability Engineer offers an incredible opportunity to engage in a dynamic, cross-functional role where collaboration is at the heart of the job
- Ability to effectively influence cross-functional teams through negotiation and conflict management, guiding to issue resolution and meeting aggressive goals
- Physical requirements include the focus and ability to perform any of the work involved in the design and building of alternative fuel systems including installation, diagnosis and repair.
- Experience in alternative fueled vehicle fuel systems is a strong benefit
- Proficient in 3D CAD design software review, design capability a benefit
- Proficient in ERP required, IFS experience a benefit
- A focused and passionate commitment to improving our products and the supportability experience for our customers and field service technicians
- Ability to interact with professionals from various functional areas, all working towards a common goal - enhancing the customer experience by optimizing product usability
- Comfortable working in a fast paced, low volume niche product environment
- Program Management skills a plus
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Serviceability Engineer - Salisbury, United States - Hexagon Agility
Description
Fleet Service's, driving the energy transformationSalisbury, NC, US
Driving the energy transformation is critical to reducing climate change. To limit climate risks, it is necessary to reduce the amount of CO2 released into the atmosphere.
Our Fleet Service group plays an important role in driving that transformation.
Hexagon Agility, a leading global provider of clean fuel solutions, is driving the energy transformation in the transport sector.
Our technology enables hard to decarbonize segments - such as trucks and buses - to move from diesel to cleaner fuel alternatives.
We are looking for an ambitious and driven colleague that wants to work closely with our global Field Service Engineering team.
Duties and responsibilities
Degree Requirements:
BS in Engineering
Certification Requirements:
NA
Previous Experience: 5 Years
Travel Requirements: 20%
On Call Requirements: 20%
Working conditions
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
While performing the duties of this job, the employee occasionally works near moving mechanical parts and is occasionally exposed to risk of electrical shock or flammable mixtures.
Physical requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to walk and talk or hear. The employee frequently is required to stand.
The employee is occasionally required to sit; use hands to reach, handle, or feel objects, tools, or controls; climb or balance; and stoop, kneel, crouch, or crawl.
The employee must frequently lift and/or move up to 20 pounds and occasionally lift and/or move up to 50 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Specific smell ability is required; recognize the smell of propane.Disclaimer:
The above statements are intended to indicate the general nature and level of work performed by employees within this position.
They are not designed to contain or be interpreted as an exhaustive list of all duties, responsibilities, skills, and qualifications required of employees assigned to this job.
Hexagon Agility is an equal opportunity and affirmative action employer and ensures that all qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, national origin, disability or veteran status.
