Technical Service Engineer

Basic Purpose

This position has the following responsibilities: Provide technical support to customer and sales staff. Observe, evaluate, analyze, and communicate effectively with fleets, customers, and industry organizations to determine customer needs and resolve problems. Provide customer focused input to marketing and design engineering activities for new and existing products that meet fleet and customer needs and compete in the world market on both cost and quality.

 

Principal Accountabilities

1. Maintain customer relations through customer telephone contact and customer visits, and/or support of fleet organizations as requested by customers.
2. Analyze new and existing products by evaluating data obtained through telephone contacts, field performance issues, warranty data, and customers concerns.
3. Provide technical assistance and information by advising sales personnel and customers in the proper application, use, and maintenance of products, interpreting specifications for customers, and preparing and presenting technical data, written and orally.
4. Represent Accuride on technical organizations such as Technology & Maintenance Council. 
5. Evaluate service applications involving Accuride products and issue special Service Bulletins or load ratings for products as appropriate. 
6. Continually evaluate product field performance and technical communication with customers. Identify areas of concern and recommend action plans to reduce or eliminate.
7. Support and cross train with the Warranty Administrator and Technical Services for Wheel Ends for product and process knowledge
8. Maintain IATF 16949 warranty system metrics and documents. 

 

Required Skills, Education, and Experience

• BS degree in Engineering, preferable in Mechanical Engineering
• Thorough understanding of engineering principles and theories, product testing procedures, and manufacturing processes
• Good interpersonal skills are required when dealing with internal and external customers
• Ability to work with customers in a cooperative manner to resolve issues
• Ability to work under pressure and balance numerous customer priorities
• Ability to work in a “team” environment
• Wheel and wheel end product knowledge
• Excellent written/verbal communication, organizational, presentation, and interpersonal skills
• Ability to recognize customer trends and adapt programs to customer needs
• Knowledge and experience using mini tab or other statistical tools

• Proficiency with Microsoft applications, e.g. Word, Excel, PowerPoint, Project, Outlook, Access, etc.