Product Service Engineer

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. This includes software and on-board hardware.Job Duties and Responsibilities:• Machine and Technology hardware and software issue identification and resolution for dealers and customers. • Implementation and utilization of standard support processes to respond, restore, and resolve issues. Advocate on behalf of the dealer and customer to resolve technical product issues with product development engineering. • Participate in New Product Introduction (NPI) projects. Complete NPI product support deliverables including field development and field follow projects as required. Complete NPI Product Support deliverables as assigned by Product Service Engineers. Coordinate and complete Field Follow objectives as part of NPI programs. • Provide hands-on product expertise to complete problem analysis and provide ICA. Escalate top priority issues to team lead. Process CPI / DSN tickets to responsible parties. Communicate with dealers regarding status, problem troubleshooting, etc. Report issues within the CPI (product defect) process to assure proper resolution to ongoing issues. • Create and maintain a support environment that facilitates issue diagnostics and customer connectivity. 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. Act as the liaison between the implementation teams, product development teams, and other support team members ensuring appropriate corrective actions are performed and that industry standard change management and support processes are followed.Key Relationships: • Product Support Manager and Team Leader: frequent discussions regarding priorities, directions, and assistance. • Product Support Team: frequent interaction and discussions with support analysts located in the United States, Australia, India, and Brazil. Assure knowledge transfers between team members. • Implementation Team: frequent discussions regarding site-specific customer information. Liaison to ensure "problem free" transitions of new sites to the Product Support Team. • Engineering: frequent discussions regarding customer problems. Liaison to ensure problem diagnosis, information on patches/fixes and functionality issues are resolved. • Customers and Dealers: communicate on a regular basis status and resolution of issues.This job role is primary performed during normal day shift hours with some evening meeting, but does include some off-shift and weekend responsibilities.Critical Responsibilities: • Support CPI project documentation and publication• Support DSN for legacy products• Parts technical support