Field Service Engineer
Required Qualifications and Skills:
- Bachelor's degree in Mechanical Engineering or related course
- At least 5 years in automotive industry and with mechanical aptitude experience is a plus
- Good English oral and writtn communication skills
- Computer literacy, good presentation skills, communication and interpersonal skills
- Work well under pressure and highly achievement oriented, self-driven and motivated with a positive attitude
- Ability to develop open and cooperative dealer relations
- Ability to travel occasionally
Key Roles and Responsibilities
Improve technical communication:
- Attend regular team meetings with the technical hotline team to discuss open issues from hotline assistance request and ensure all issues are resolved in a timely manner.
- Share best practices such as the right repair processes to the technical hotline team, technical trainers and technical support specialist to develop special service message and share to dealership to improve fix it right first time
Expand the overall repair capability of assigned dealers by motivating them to:
- Manage dealerships to ensure number of technicians and level mix targets are met
- Support Dealerships to set up development plan to improve technician competency.
- Ensure the needed tools and equipment are available to perform proper diagnosis & repairs.
- Assist dealers in monitoring tool sets inventory are enough to support UR count and UR mix.
- Implement/monitor key processes required to support proper diagnosis and repairs
- Utilize dealer technical performance reporting to proactively identify and prioritize opportunities for improvement at the dealerships.
- Support dealerships in managing the warranty parts review and disposal process.
- Assess technician competency and provide feedback required to align with the technical training core.
Support customer satisfaction through the following enablers:
- Provide timely response and accurate repair assistance to the dealerships.
- Assist in the proper fix of vehicle concerns to prevent vehicle re-purchases.
- Document root cause of vehicle concerns in electronic dealer service report, hotline assistance request and approve in global concern quality indicator system.
- Assist dealerships identify opportunities for improvement in their repair and technical customer handling processes fix it right first time
- Assist dealerships in establishing short/long term technician training plans to maintain shop competency.
- Meet with customers, when necessary, to help resolve technical concerns.
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