Field Service Engineer

Job Duties and responsibilities

A Field Service Engineer is a professional who manages the customer claims once reported by the customer, raises RMAs and ensures the RMA Response targets are achieved (content and timing). Also provides on-site support, doing repairs, technical support, sorting activities and other service-related activities in the customer sites.

Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons

• If a hydraulic system is malfunctioning and available for inspection, the Engineer would diagnose the problem, which could involve issues like leaks, pressure loss, faulty valves, or other failing components
• If feasible and customer approved, repair and replace problematic components
• Support customers onsite to resolve other various quality concerns
• Ensure strong communication between customers and staff based in the office
• Issue RMA’s to customers, with clear details of failure modes so onsite team can resolve quickly
• Use an 8D format to thoroughly report and resolve product issues
• Understanding and communicating quality requirements in accordance with the customer supplier quality manual
• Assist with returns and RGA reports to customer for line rejects, ensuring root cause analysis has been completed, using appropriate OEM problem solving techniques and/or HydraForce 8D process, to eliminate reoccurrences. Using customer portals when requested.
• Work with internal departments to develop accurate, timely resolution and closure of quality issues identified by the customer.
• Provide timely identification of claim trends and prioritize efforts into reducing claim costs
• Participate in creating design solutions to address warranty issues
• Works with both the Customers and HydraForce Sales departments in coordinating and supporting warranty agreements
• Other duties and responsibilities as assigned by manager

Location

Waterloo or Des Moines or Dubuque or Ottumwa in Iowa 

 Moline or East Moline in Illinois 

Travel Requirement

• Able to travel full time within the region assigned, including extended stays as needed. Approximately 90-100% travel within a region. 1-3 hour drive depending on area of residence. Some locations further.

Quality, Environmental Health and Safety

• Read, understand and participate in development of, Quality; Environmental; Health & Safety policy.
• Take reasonable care for personal safety and the safety of others who may be affected by their acts or omissions.
• Co-operate with the company and customer in achieving and maintaining Quality, Environmental Health and Safety standards where relevant and as directed.
• Report to appropriate manager or personnel any actual or potential risks, accidents or dangerous occurrences that are identified in the work place

Physical Requirements

While performing the duties of this job, the employee is frequently required to do the following:

• Lift and move up to 50 pounds without assistance

Work Environment

• Work time is spent at customers manufacturing environment where temperatures are often warm or cool, depending upon the season, and noise level can be moderate to high
• Exposure to oil, oil odor and some sealants such as Loctite
• Must be able to wear safety glasses, latex gloves and safety shoes as required

• 3-5 years field service experience
• Bachelor’s degree in engineering and/or 8+ years of commensurate experience in Manufacturing Environment
• Customer focused
• Excellent communication skills with the ability to express ideas, share technical information and communicate at all levels, both verbally and in writing

• NFPA certification, preferred.
• Fluid mechanics background or education
• Understanding of hydraulic circuits
• Basic computer skills
• Able to communicate with customers and other departments within HydraForce professionally
• Six sigma greenbelt, preferred, if not training can be provided

Specific skills needed

• Fluency in English
• Strong mechanical aptitude
• Strong listening and collaboration skills
• Able to understand a hydraulic schematic
• Able to lift 50 lbs
• Strong work ethic
• Complete daily workload without prompting.
• Q-pulse reporting
• 6-sigma Analytical competency