Serviceability Engineer

6 days ago

Salisbury, North Carolina, United States Agility Fuel Systems LLC Full time
Job Description

Drive the Energy Transformation

At Agility Fuel Systems LLC, we are committed to reducing climate change by driving the energy transformation in the transport sector. Our Fleet Service group plays a critical role in this effort.

We are seeking a highly motivated and driven Serviceability Engineer to join our global Field Service Engineering team. As a key member of our team, you will be responsible for leading the strategy for service of upcoming products, monitoring change requests, and providing technical interface to the documentation team.

Key Responsibilities

  • Develop and implement serviceability strategies for new products
  • Collaborate with cross-functional teams to ensure seamless product support
  • Provide technical expertise to the documentation team to ensure accurate and comprehensive product documentation
  • 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

Requirements

  • 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

Qualifications

Degree Requirements: BS in Engineering

Certification Requirements: NA

Previous Experience: 5 Years

Travel Requirements: 20%

On Call Requirements: 20%

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