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Service Engineering Specialist

2 months ago

North Olmsted Ohio, United States Fiberon Full time
Job Overview


The Service Engineering Team is committed to addressing consumer quality concerns in an efficient manner while minimizing costs for Fiberon.

The Service Engineering Specialist engages directly with clients and consumers facing quality challenges linked to Fiberon products.

The ideal candidate should possess a robust engineering foundation, demonstrate innovative problem-solving abilities, and exhibit outstanding customer engagement skills.


Position Location:


This role supports a hybrid work arrangement based in one of our primary offices.


KEY RESPONSIBILITIES:
Collaborate closely with field sales, clients, and consumers to resolve perceived quality issues associated with Fiberon products.


Formulate testing strategies and guide support teams in executing these plans to facilitate root cause analysis of field-related concerns.


Assist in the investigation of field-related issues stemming from various sales and consumer feedback channels to comprehend complaints and identify underlying problems.


Provide engineering assistance to the claims department and Fiberon legal teams, which may involve joint investigations and offering expert engineering insights that could be utilized in legal proceedings.

Oversee issues through investigation and field resolution.

Design, implement, and monitor New Product Launch field performance, including the disassembly and examination of initial customer return units.

Establish and track weekly/monthly metrics for field issues, including the creation of cause-based reporting (Design and Executive tracking).


Travel to client sites to collect information on field-related failures and represent various Fiberon divisions during these visits.

Deliver immediate corrective actions at both product and system levels to restore operational functionality at customer locations.

Collaborate with internal teams to devise long-term solutions for field issues.

Internal teams include but are not limited to:
design teams, marketing, manufacturing and assembly, and supplier quality.

Engage in design reviews, providing valuable customer feedback to the design teams.

Oversee product quality improvement initiatives until they are transitioned to product engineering.