Salary Range: $80,000 – $120,000
Reports to: Service Engineering Manager
Department: Service Engineering
Location: Norcross, Georgia
Primary function as a liaison between DCA and DAG Product Support Department and the assigned OEMs and Rental/ Fleet Customers and to assist Service Engineering Manager in overseeing product support-related issues. To identify, report and solve product support issues with an engineering approach.
∙Manage and coordinate product support-related issues with the OEM to insure appropriate and timely resolution.
∙OEM support during the new product ramp-up phase.
∙Support the company help desk as an escalation level for complex technical issues.
∙Field Service Support for complex technical issues at customer sites.
∙Communication and collaboration within the organization on a global level.
∙Keep OEM informed about technical advancements to the engine, and how those changes relate to the overall installation and service requirements of the engine in the machine.
∙Align with the regional service managers on topics addressed by the OEM & service network.
∙Assist in warranty-related issues; Analyze warranty history, parts inspections, failure reports, campaign-related activities, etc. This activity could include coordination of campaigns, and negotiation on product-related matters (retrofits, updates, campaigns).
∙Increase your knowledge about our business, our products, our markets, and how they benefit the OEM. (Increasing your knowledge is an ongoing process).
∙Other duties as assigned
∙Bachelor’s degree in engineering or 5 years equivalent technical experience.
∙Experience with Diesel engines (DEUTZ, CAT, Kubota, Yanmar, Isuzu, John Deere, or Detroit Diesel) or similar technologies. Excellent verbal and presentation-based communication skills.
∙Self-starter with the desire to grow both on the business and personal side.
∙Technical knowledge of engines such as DEUTZ, CAT, Kubota, Yanmar, Isuzu, John Deere, or Detroit Diesel and exhaust after-treatment systems.
∙Experience in electrification, gasoline/LPG engines, and equipment systems is beneficial.
∙Project management experience.
∙Acquisition and analysis of INCA, DEUTZ-Serdia, CAN-BUS, and DEUTZ- Telematic data.
∙Computer literate (working knowledge of MS Office, Word, Excel, PowerPoint and Outlook).
∙Ability and willingness to travel.
∙Willingness to become a subject matter expert in new diesel engine technologies.
∙Effectively building formal and informal relationship networks inside and outside the organization.
∙Consistently achieving results, even under tough circumstances.
∙Making good and timely decisions that keep the organization moving forward.