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Field Service Engineer II
2 months ago
As a Field Service Engineer II in the Mobile Solutions Aftermarket (MSA) Field Service team, you will be a part of a Global Quality organization focused on solving end-user challenges. You will have the opportunity to work with all functional groups within the MSA business, partnering closely with manufacturing and engineering teams.
Key Responsibilities- Possesses a mechanical aptitude and applies knowledge of principles, practices, and procedures to solve customer problems.
- Communicates and networks with team to consistently seek feedback and guidance of others to develop a more thorough understanding of Donaldson's products, vendor products, and customer applications.
- Provides input to and actively participates in process improvements.
- Solves a range of moderately complex problems; analyzes possible solutions using standard procedures, originality, and ingenuity.
- Liaise between engineering, production facilities, Product Managers, service centers, customers, vendors, sales channels, and customer service to coordinate and resolve field issues.
- Utilize and navigate numerous computer systems such as Outlook, Oracle, Webex, MS Office Suite, and customer portals daily to investigate, document, and track claim information.
- Ensures customer satisfaction by supporting customers and colleagues by processing customer complaints, new product inquiries and answering technical questions.
- Bachelor's degree in engineering, 2-year technical degree or 2+ years field service experience in a related field.
- Proven ability to communicate technical information to both technical and non-technical audiences.
- Effective communication skills in both oral and written formats.
- Ability to adapt procedures, processes, tools, equipment, and techniques to accomplish the requirements of the task.
- Strong organizational skills and ability to manage multiple assignments at any given time.
- Demonstrated ability in managing customer conflict and providing resolution that improves the overall customer experience and solution.
- Shows initiative and personal ownership in work, consulting with internal and external teams as needed to complete project objectives.
- Understanding of various manufacturing processes and knowledge of diesel engines and/or hydraulic systems.
- Ability to collaborate and excel in a team environment.