Field Service Sr Engineer

Job Requisition : 64213

Department: Manuf. & Operations ()

At Dover Fueling Solutions (DFS), we are taking fueling and convenience retail to the next level. We are passionate about cultivating excellence in everything we do, but what really fuels us is our people. They’re the heart of our company. As an employee, our promise to you is that you’ll work on new and innovative products and solutions, be mentored by managers and teammates who are collaborative, caring, and act with integrity, and have the opportunity to grow in ways that are meaningful to you.

Unique and interesting projects – both locally and globally – will challenge you and allow you to pursue different and rewarding career paths.

We are #Energized By Growth .

DFS is part of a legacy of leadership that spans back generations, made up of some of the most trusted, leading-edge brands in the industry. As part of Dover Corporation and with our talented, innovative, outstanding people, we are doing great things and redefining what is possible in fueling and convenience retail. Providing advanced fuel-dispensing equipment, including clean energy solutions, systems and payment, automatic tank gauging and wet stock-management solutions, DFS comprises the product brands of Wayne Fueling Systems, OPW Fuel Management Systems, Clear View, Tokheim, Pro Gauge, Fairbanks, LIQAL, AvaLAN, and Bulloch Technologies.

Headquartered in Austin, TX, DFS has a significant technology development and manufacturing presence worldwide, including facilities in Brazil, China, India, Italy, Poland, the Netherlands, the United Kingdom and the United States.

Key Responsibilities:

Technical Subject Matter Expert

• Knowledge of hardware/software integration and site architecture.
• Advanced troubleshooting including deep-dive diagnostics using logs, debugging tools, network traces, profilers, or source code.
• Escalation point and liaison for complex customer escalations; L1/L2 Customer Support, Product Management, and Engineering
• Develop technical scopes of work and time allocations for work specified.
• Knowledge creation: write internal documentation, playbooks, and conduct training for L1/L2 support teams.
• Configure and stage equipment for industry trade shows.
• Provide design recommendations for serviceability and usability based on technical experience.
• Provide internal and external onsite training for product installation, operation, and support.
• Investigate escalated field issues. This includes initiating site visits, troubleshooting and documenting technical issues, capturing, and analyzing log data, escalate to Engineering and executing resolution recommendations from Engineering.

Primary Support Resource for New Product Development and Sustaining Efforts

• Active member of NPD core team
• Collaborate with Engineering team and gain an understanding of new product dependencies and system integration requirements.
• Create and execute beta test plans to be used during field validation.
• Oversee the installation of beta test products at customer site locations.
• Provide required updates and reports on product performance and convey performance issues to Engineering and Product Management.
• Prepare and distribute field validation completion reports, summarize findings and provide recommendations regarding production enablement readiness.

Customer Lab Support Resource

• Assist with customer lab set up.
• Distribute updated software to established customer labs and provide assistance as needed. o Collaborate with commercial team to ensure that customer simulators are configured correctly.

Documentation Creation

• Develop technical scope of work documentation for field service activity.
• As needed, develop Knowledge Base Articles (KBAs) for support team.
• Document field visits and distribute as requested.

Qualification Requirements:

• Bachelor’s or higher degree in a technical, engineering, or related field preferred; significant and in-depth experience may be substituted for a degree.
• Prior field-based technical support experience, ideally with part of this experience working in related industry.
• Up to 50% travel requirement. Must be able to travel with short notice.
• Must have a valid driver’s license and be legally…