Responsibilities
- Provide technical assistance, failure analysis, and troubleshooting support to channel partners and customers for all Waukesha engine products via phone, email, and the Salesforce Issue Resolution system
- Coordinate the return of parts from the field for technical analysis and follow up on findings
- Provide accurate technical data, documentation, and recommendations to channel partners and customers
- Enter and track quality issues using QC tools and actively participate in quality and review meetings
- Drive customer satisfaction through a strong commitment to quality and by providing Voice of Customer (VOC) feedback to quality and engineering teams
- Remotely program engine control units (ECUs) for replacements, CM&U upgrades, and overhauls as requested by channel partners
- Travel to customer sites to provide technical support, troubleshooting assistance, and mentoring to operators and technicians
- Utilize myPlant digital tools to proactively identify engine issues and coordinate repair activities with channel partners
- Participate in root cause analysis activities by providing data, attending review meetings, communicating findings, and supporting solution implementation in the field
- Support activities related to new product introductions and CM&U updates
- Attend required product training courses and review technical training materials as assigned
- Perform other duties as assigned to assist with successful operations and business continuity
Requirements
- Bachelor’s degree in Engineering or an Engineering Technology degree from an accredited university or technical college with a minimum of five (5) years of experience in reciprocating engine or gas compression applications OR associate degree in a related technical field with a minimum of eight (8) years of experience in reciprocating engine or gas compression applications
- Proficiency in Microsoft Office
- Valid driver’s license
- Legally authorized to work in the U.S. without sponsorship now or in the future
Nice to Have
- Willingness to travel within the Americas region up to 20% as business demands
- Willingness to participate in shift work and on-call support as required
Work Arrangement
On-site
Additional Information
- Willingness to travel within the Americas region up to 20% as business demands
- Willingness to participate in shift work and on-call support as required
