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

AUTHORITY

N/A

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

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

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

WORK ENVIRONMENT

• Work is performed in an office environment. Noise level is moderate
• Exposure to engine testing labs. Noise level ranges from moderate to very loud
• Limited exposure to the warehouse. Limited exposure to temperature variations when shipping doors are open
• Regular exposure to vibration and gases, and proximity to moving mechanical parts
• Handling of potentially dangerous chemicals or other substances, dangerous equipment, and tools
• Work produced is subject to precise measures of quality and quantity
• While traveling, will experience noise and comfort levels common to automobiles and airplanes
• Follow safety guidelines and department and corporate policies and procedures

TOOLS AND EQUIPMENT

• Computer and other general office equipment
• Eye and ear protection required while working on engines
• Steel toed shoes are required at all times

The duties listed above are intended only as illustrations of the various types of work that may be performed.  The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

Required Skills Required Experience