Product Service and Support Field Engineer

** JOIN THE TEAM THAT’S POWERING PROGRESS
** Building cities. Driving commerce. Fueling Progress. For over 100 years, Allison has powered the vehicles and technology that move our world forward.

Learn more about this role and how you can begin
* driving your career forward!
*** Benefits:
** The below list features some of the benefits currently available. Eligibility may be subject to the terms and conditions of governing documents and available benefits may be subject to change at the company’s discretion.
* Choice of medical plans with prescription coverage
* Employer HSA contribution
* Dental & Vision Insurance
* Paid Parental Leave
* Short & Long-Term Disability
* Other voluntary benefits including:
Critical Illness, Hospital Indemnity, Identity Theft Protection and Pet Insurance
* 401K with generous Company match & contribution
* Accrued Paid Time Off
* 12 Paid Holidays + 1 Floating Holiday
* Robust employee wellness program
* Tuition assistance program
*
* Job Description:

**** Primary Purpose of Role
** The Product Service & Support (“PSS”) Field Engineer is responsible for identifying issues with, servicing, and repairing products, equipment and systems that have been purchased by Off Highway’s customers. The PSS Field Engineer also serves as the point of contact for customers’ technical product questions, provides field service support, champions the root cause investigation and corrective action process for major issues, and processes warranty claims in order to ensure a high level of service and support for our customers.  

Other duties include but are not limited to the following:
** Key Responsibilities
*** Manages, deploy, execute, monitor and support major issues’ resolution by strong 8D discipline and RED X approach (safety, customer satisfaction, relevant impact on warranty cost):  + Field troubleshooting on site and by phone. Make necessary customer’s on-site visit and submit written report of findings, solutions, and observations.  + Answer technical help line questions on all product lines – trouble shooting, service parts lists, TSBs, service manuals, etc.;  

+ Perform investigation and analysis on field failed returned drivetrain components (axles, transmissions, EV motors, etc.)  + Develop and lead action plans, working close with manufacturing plants and engineering on problem resolution process for field issues.
* Conduct Mechanical and Electrical inspection & testing of returned warranty components to determine failure modes and corrective actions and distributes field information to facilitate tracking customer satisfaction concerns.
* Organize and conduct training classes for customers, dealers, and service centers on product teardown and troubleshooting.
* Complete machine checkouts for new applications to verify machine performance conforms to application approval.
* Review engineering information and rework this information so that it can be included in our field service information:  + Provide technical service info that is to be included in service manuals.  + Assist in establishing proper operating procedures and preventive maintenance programs for dealers or customers.
* Perform assessment at service center’s site in order to verify if Off Highway requirements are applied as per Off Highway guidelines.
* Complete warranty claims processing as required.
* Support PSS Manager in managing field campaigns at any region or site.
* Support plant Quality Managers, as required, on managing DOA at customer site.
* Immediately notify PSS Manager of any customer issues or changes in claims trends to initiate appropriate corrective action investigation. Direct and facilitate customer intervention as appropriate
** Competencies
* ** Languages – English is mandatory; other languages are preferred.
* Strong technical knowledge and hands on experience on Off Highway products.
* Knowledge of failure modes analysis (what failed and why). Strong 8D discipline and basic RED X knowledge.
* Strong computer skills. High computer’s skills in Microsoft & internet;
Off Highway systems is an advantage.
* High verbal and written communication skills (Face to face, Phone & e-mail).
* Strong process and teaming skills as…