Field Service Engineer
4 weeks ago
Job Description:
The Field Service Team at Fortune Brands is dedicated to resolving consumer quality field issues in a timely and cost-effective manner. As a Field Service Engineer, you will play a critical role in supporting direct interactions with customers and consumers who are experiencing quality issues with Fortune Brand Products.
Key Responsibilities:
- Work directly with field sales, customers, and consumers to resolve perceived Fortune Brand quality issues.
- Develop test plans and direct support resources to execute the test plans to support root cause analysis of field-related issues.
- Support investigations of field-related issues from Outdoors, Security, and Water Innovations field sales and consumer contact center calls to understand the complaint and develop the root cause of the problem.
- Provide engineering support to the claims team and Fortune Brands attorneys, which may include joint investigations and providing expert engineering opinions that may be used in lawsuits.
- Manage issues through investigation and field remediation.
- Develop, implement, and track New Product Launch field performance, including teardown and inspection of initial customer complaint returned units.
- Develop, implement, and track weekly/monthly metrics for field issues, including the development of cause-based reporting (Design and Executive tracking).
- Travel to customer locations to gather information on field-related failures and represent various Fortune Brand companies during these visits.
- Provide short-term corrective actions at the product and system level to get a customer site operational.
- Partner with internal resources to develop long-term corrective actions for field issues.
Requirements:
- Bachelor's Degree in engineering or physics is required.
- Minimum of 3 years of engineering experience, preferably in Design, Quality, or Field Service in the building materials industry.
- Prior laboratory and testing experience.
- Proven root cause analysis and technical problem-solving skills.
- Excellent written and verbal communication skills for dealing with all levels of associates, customers, and vendors.
- Ability and willingness to travel 10-20% of the time.
Preferred Qualifications:
- Master's Degree is preferred.
- Experience with SAP, Oracle, and other business software.
- Experience with negotiating and settling labor and damage claims.
About Fortune Brands:
Fortune Brands is a brand, innovation, and channel leader focused on exciting, supercharged categories in the home products, security, and commercial building markets. Our portfolio of brands includes Moen, House of Rohl, Aqualisa, SpringWell, Therma-Tru, Larson, Fiberon, Master Lock, SentrySafe, and Yale residential.
Fortune Brands is headquartered in Deerfield, Illinois, and trades on the NYSE as FBIN. We are an equal employment opportunity employer and do not discriminate against any applicant based on race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic.
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