Job Details
Sorry, this job is not active!
Product Support Engineer
Job Code Number
135290763
Job Description
V2Soft (www.v2soft.com) is a global company, headquartered out of Bloomfield Hills, Michigan, with locations in Mexico, Italy, India, China and Germany. At V2Soft, our mission is to provide high performance technology solutions to solve real business problems. We become our customer’s true partner, enabling both parties to enjoy success. We are committed to promoting diversity in the workplace, and believe it has a positive effect on our company and the customers we serve.
Job Description:
- Product Support is the primary quality liaison group between the factories and of America.
- The primary role of the Product Support Engineer (PSE) position is to monitor and report vehicle quality concerns to the factories/dealers using warranty, JD Power, and information from the technical helpline/field quality colleagues.
- Once reported, it is the engineer's responsibility to track topics to final resolution and escalate when topics are out-of-timeline.
- Additional responsibilities include writing technical bulletins and tracking/managing failed parts from the field.
Education:
- 5 years automotive relevant experience
- Bachelor’s degree preferred
Failure Resolution Process (FAP) – 40%
- Monitor field warranty data, filter, organize, prioritize, and select technical topics for follow-up
- Review top warranty, long term quality, early warning and tow-in concerns to identify problems, investigate customer complaints, workshop findings, repairs performed and research all other potential possibilities surrounding the problem
- Report market/product concerns in technical detail with pre-analysis in the FAP process
- Monitor the effectiveness of service solutions and factory corrective actions introduced into production and service repairs
- Attend factory meetings and topic escalation meetings
- Conduct follow-up on claimed parts analysis results so FAP documents are updated appropriately
- Update PCC tracking lists timely and accurately
- Develop technical and non-technical approach to address dealer issues
Technical Support – 25%
- Provide technical support to other Client departments like technical field personnel, technical helpline, parts department, customer service, and Compliance/TREAD
- Provide diagnosis and service solution information to the Technician Helpline and draft Technical Bulletins for the Field organization
- Resolve unscheduled and unplanned technical issues
Tow-in and Data Mining Initiative Support– 25%
- Help develop and provide feedback if needed for creation of Data Mining topic groupings
- Begin using Data Mining tool when available and provide helpful feedback to improve accuracy of tool
- Support internal early warning initiative by investigating new trends in data
Claim Parts from the Field - 10%
- Perform preliminary analysis on warranty returned parts with the Quality Analysis team; ships sample parts to the appropriate factories and/or suppliers
- Ensure claimed parts pertaining to responsible PIDs are available
- Maintain and update part submission lists on a regular basis
- Check and inspect incoming parts from field claims
- Scrap parts and delete from submission list when necessary
V2Soft is an Equal Opportunity Employer ( EOE).
https://www.v2soft.com/careers - to view all of our open opportunities and to learn more about our benefits.
