Product Service Engineer

Four year engineering or technical degree or equivalent job related experience
Extensive Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions
Extensive Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner
Working Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately
Extensive Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors
Working Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

Monitor the product health and quality performance in the field for LPSD gas engines
Investigate warranty claims, look for quality trends, and anticipate field issues to drive product improvements
Launch and support Continuous Product Improvement (CPI) Projects, and issue appropriate publications and field support plans
Provide accurate financial forecasts for CPI projects requiring field support plans
Work closely with dealers and industry reps to investigate and resolve complex customer technical issues
Utilize Applied Failure Analysis (AFA) to investigating critical failures and adapt internal reports for external use.
Provide support for major problems to resolve warranty claims, develop ICA repair options and advise industry teams and dealers on maintenance and service options.
Closely monitor and support the field population post production and provide monthly updates to the leadership team
Conduct dealer and customer visits to provide technical assistance on urgent field problems when necessary.
Provide DSN Tier 2 analysts guidance on difficult DSN tickets and work with engineering to answer any unresolved questions.
Develop and maintain effective relationships with LPSD Engineering, Quality, and industry teams to efficiently resolve customer problems.