Senior Engineer- Rapid Response Team

Key Responsibilities

• Customer Relations

  : Establish and continually develop productive customer relations, ensuring prompt and efficient attention to customer needs.

• Diagnostics and Repairs

  : Apply specialized tools and follow documented procedures to diagnose and complete complex repairs at customer sites.

• Preventative Maintenance

  : Perform preventative maintenance activities as per documented schedules and standards on engines and related components in the field.

• Issue Escalation

  : Escalate unresolved issues to product specialists or supervisors.

• Coaching and Development

  : Coach and develop technicians and/or apprentices, transferring knowledge and experience to others; may provide work direction and review repair plans, parts lists, etc.

• Documentation

  : Complete required documentation, such as service worksheets, timesheets, warranty claims, and quality documents via handwritten forms or business system input screens.

• Sales and Service Opportunities

  : Identify additional sales and service opportunities with customers.

• Training

  : Complete training in line with skill and business requirements.

• Vehicle and Tool Maintenance

  : Maintain service vehicle and tools for cleanliness and proper operation.

• Health and Safety

  : Ensure adherence to all relevant Health Safety & Environmental policies, procedures, and legislation, reporting any issues/incidents to site management and supervisors.

Skills and Experience

Knowledge/Skills

• Responsible for handling critical and hard-to-diagnose cases escalated from the field.
• Knowledge sharing through preparing and sharing field learnings.
• Drive capability building for the Dealer response team in dealerships on diagnostics-related issues.

Experience

• Significant field service work experience.
• Expert-level knowledge of and/or experience with engine products.
• Customer service experience.
• Experience providing technical advice and coaching to more junior technicians (preferred).