Product Support Engineer; Telematics & Dealer

Job Overview

In this role you will provide support services which include investigating, troubleshooting, and diagnosing application and technical problems, followed with restoration of service through corrective actions and permanent resolutions. This includes software and on-board hardware, for a worldwide group of Construction Industry customers and dealers.

• New Product Introduction (NPI) projects.
• Complete NPI product support deliverables including field development and field follow projects as required.
• Complete NPI Product Support deliverables as assigned by Product Service Engineers.
• Coordinate and complete Field Follow objectives as part of NPI programs.
• Customer and Dealer Issue resolution—implementation and utilization of standard support processes to respond, restore, and resolve issues.
• Provide hands‑on product expertise to complete problem analysis and provide ICA.
• Prioritize incident cases to meet posted Support Level Agreement metrics.
• Escalate top priority issues to team lead.
• Process CPI / CER tickets to responsible parties.
• Communicate with dealers regarding status, problem troubleshooting, etc.
• Report issues within the CPI (product defect) process to assure proper resolution.
• Create and maintain a support environment that facilitates issue diagnostics and customer connectivity.
• Create and report product improvement ideas including functional enhancements and supportability improvements.
• Advocate on behalf of the dealer and customer to resolve technical product issues with product development engineering.
• Act as liaison between Client implementation teams, product development teams, and other support team members ensuring corrective actions are performed and industry standard change management and support processes are followed.
• Assist in knowledge transfers between team members.
• Provide frequent interaction and discussion with support analysts located in the United States, Australia, India, and Brazil.
• Work with engineering to ensure problem diagnosis, patches/fixes, and functionality issues are resolved.
• Communicate on a regular basis with customers and dealers about status and resolution of issues.
• Travel domestically and/or internationally up to 25% of the time on assignment at dealer locations and sites.

Work with an internal global team both independently and collaboratively.

Reporting directly to the work director and team lead, with 15–20 other team members.

Office environment. On travel, out on job sites and will require steel toes.

• Years of experience: 5–7 years of relevant experience.
• Degree requirement: BS Mechanical Engineer or Electrical Engineer with 5–7 years of relevant experience; or Associate degree or equivalent with 8–10 years of experience in system troubleshooting;
  Master’s Degree acceptable with 3–5 years of relevant experience.
• Internship experience:
  Not accepted.

• Problem solving, ability to learn quickly, good communication (written and verbal) skills.

• Knowledge of Microsoft Applications.
• Experience with construction equipment technology solutions.
• Experience with jobsite networking infrastructure.
• Experience with automotive or mobile equipment telematics.

• Ability to problem solve.
• Excellent written and verbal communication skills.
• Ability to form strong relationships within partner organizations.

50–75% travel;
North America, Brazil, Chile, Argentina, Western Europe. For the first 6 months, the candidate will be onsite at a customer in Sheboygan, WI for field support. After that, they will be based at a Client location with approximately 25% travel back to Sheboygan.