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Service Engineering Specialist
2 months ago
Company Overview:
At Fortune Brands Innovations, we are driven by the creativity and dedication of our workforce, as well as the strength of our collaborative teams.
We strive to realize the aspirations of homeowners by uniting around shared objectives, adapting swiftly to change, maintaining accountability, and embodying integrity and transparency.
Our success is rooted in fostering an inclusive environment where every individual feels valued and can express their authentic selves at work.
Position Overview:
The Field Service Team is committed to addressing consumer quality concerns in an efficient manner while minimizing costs for Fortune Brands.
The Field Services Engineer engages directly with clients and consumers facing quality challenges linked to Fortune Brand Products.
The ideal candidate will possess a robust engineering background, exceptional problem-solving abilities, and outstanding customer service skills.
Key Responsibilities:
- Collaborate closely with field sales, clients, and consumers to address perceived quality concerns related to Fortune Brand products.
- Design test plans and coordinate support resources to execute these plans, facilitating root cause analysis of field-related issues.
- Assist in investigating field-related challenges stemming from various sales and consumer interactions to identify complaints and determine the underlying causes.
- Provide engineering expertise to the claims team and legal representatives, which may involve joint investigations and offering expert opinions for potential litigation.
- Oversee issues throughout the investigation and resolution process.
- Develop, implement, and monitor the performance of new product launches, including the analysis of initial customer complaints.
- Establish and track metrics for field issues, including cause-based reporting.
- Travel to client locations to gather insights on field failures and represent Fortune Brand companies during these engagements.
- Deliver immediate corrective actions at both product and system levels to restore operational functionality at customer sites.
- Collaborate with internal teams to devise long-term solutions for field-related issues.
- Participate in design reviews, providing customer feedback to the design team.
- Manage quality improvement projects until they are transitioned to product engineering.
Qualifications:
Basic Requirements:
Bachelor's Degree in Engineering or Physics is mandatory.
A minimum of 3 years of engineering experience, ideally in Design, Quality, or Field Service within the building materials sector.
Prior experience in laboratory settings and testing is essential.
Demonstrated skills in root cause analysis and technical problem-solving.
Excellent written and verbal communication skills for engaging with all levels of associates, clients, and vendors.
Willingness to travel 10-20% of the time.
Preferred Qualifications:
Master's Degree is advantageous.
Familiarity with SAP, Oracle, and other business software is beneficial.
Experience in negotiating and resolving labor and damage claims is a plus.
Additional Information:
At Fortune Brands Innovations, we prioritize the health and wellness of our associates by offering comprehensive benefits that cater to diverse needs.
This includes extensive health plans, a leading 401(k) program with company contributions, product discounts, flexible time-off policies, inclusive fertility and adoption benefits, and more.
We promote numerous Employee Resource Groups (ERGs) to enhance inclusivity and foster a sense of belonging among our associates.
Fortune Brands Innovation (FBIN) is built on a foundation of industry-leading brands and innovation across our operational segments: water, outdoors, and security.
We have a proven track record of strong financial performance, market leadership, and growth, which translates into opportunities for career advancement and professional development.
Equal Employment Opportunity:
FBIN is an equal opportunity employer, evaluating qualified applicants without regard to race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability, marital status, veteran status, sexual orientation, genetic history, or any other legally protected characteristic.
Reasonable Accommodations:
FBIN is dedicated to working with individuals with disabilities and providing reasonable accommodations during the application or interview process.
