JOB TITLE: Service Engineer
DEPARTMENT: Service
REPORTS TO: Service Engineering Manager
FLSA STATUS: Exempt
JOB DESCRIPTION SUMMARY
The Service Engineer (SE) is a seasoned professional that performs the duties of being a technical liaison between Kubota and Original Equipment Manufacturers (OEMs), Distributors, and Customers in areas of diagnosis, maintenance, repair, reporting and failure analysis of engines and generators. The SE applies root-cause analysis methods to identify and resolve complex quality issues and is the key person in creating failure/quality reports to Kubota Japan. SE has experience in failure analysis and technical report writing and can communicate concepts to non-technical staff.
DUTIES AND RESPONSIBILITIES
- Analyze and resolve complex and highly visible OEM and Distributor service concerns, using industry established root cause identification methods and processes. i.e., 8-D, Fishbone, 5-Why and FMEA etc.
- Provide support to customers in the field to identify and verify issues and causes (is, is-not)
- Investigate engine component failures and possible failure trends. Analyze past warranty claims for insight
- Apply trending analysis principles and company policy to identify risks of high failure rate parts
- Perform hands on failure analysis, and transfers findings into professional technical reports
- Prepare quality reports, track, and maintain answers and responses, and coordinate solutions with Kubota Japan
- Communicate tactfully with internal and external customers, strives to resolve concerns during the first contact
- Strive to discover innovative ideas that will result in incremental or dramatic product/process improvement; commitment to continual department improvement
- Provide meaningful input to customer KPI process and makes suggestions on improvement plans for distributors
- Perform BOM comparisons and makes recommendations on material substitutions
- Support Kubota distributors / dealers and other Kubota departments and entities via phone, on-line systems, on-site visits
- Coordinate investigation activities with the Warranty and Parts Departments as required
- Create action requests to Kubota Japan which results in overseas participation
- Participate in available technical training, attend meetings or specialized training, including off-site training, as necessary
- Maintain up-to-date understanding of industry trends, technical developments, and other related activity that effect current and future needs
- Compile and maintain technical product information
- Manage special projects as assigned
- Develop and maintain a team effort within the department that is customer focused
- Maintain an organized and secure work environment
- Support co-workers in other departments as needed
- Inform Manager of all noteworthy activities
- Follow safety guidelines and department and corporate policies and procedures
Required Skills
JOB KNOWLEDGE, SKILLS, AND ABILITIES
- Thorough knowledge of the engineering and mechanics involved in the installation and operation of diesel and gasoline engines
- Extensive experience in failure analysis and technical report writing
- Ability to test engines using test equipment and diagnose engine and component failure in a variety of circumstances, often with incomplete information
- Ability to collect and analyze parts and components from the field to research the root cause of failures
- Ability to develop, propose, and implement field service solutions as applicable
- Able to use a variety of tools and test equipment
- Strong problem solving and analytical and discernment skills in various technical environments
- Ability to multi-task, establish priorities and meet deadlines, maintain a flexible attitude and approach as well as approach towards assignments, and maintain level of organization in a changing and fast paced environment
- Strong command of the English language, both written and verbal
- Bi-Lingual (Technical Spanish/Japanese/French) a strong plus
- Develop standard reporting procedures and report templates
- Ability to comprehend a variety of instructions, both oral and written
- Ability to communicate in a professional manner, especially in situations where management is involved
- Ability to be tactful and diplomatic in challenging situations
- Formulate relationships of trust with customers
- Ability to maintain a high level of confidentiality
- Excellent written and oral presentation and communication skills
- Expert knowledge of word processing, presentation applications
- Advanced knowledge of excel
- Ability to travel approximately 35% of the time, domestically and internationally, and possibly overnight and/or with short notice
PHYSICAL DEMANDS
- Sitting for long periods of time with some walking, stooping, bending, and reaching
- Frequent pushing and pulling of objects
- Dexterity to make fast, simple, repeated movements of the fingers, hands, and wrists
- Movement by holding, turning, and grasping of objects
- Reaching by extending hands in any direction
- Feeling temperature, shape, or texture by means of senses in skin
- Ability to drive a car and travel by air
- Regular lifting and/or moving up to 50 pounds
- Ability to hear normal conversations on phone or in person
- Ability to see more than 20 feet
- Ability to see color and see/read computer screen
Required Experience
EDUCATION AND TRAINING
- Bachelor’s degree in Mechanical Engineering with 5-10 years’ experience in gasoline and/or diesel engine diagnostics and repair
- Will consider Technical/Automotive Degree with 10-15 years’ work experience in similar industry and position with proven experience as a Service Engineer