What are the responsibilities and job description for the Senior Field Service Engineer position at Isuzu?
JOB SUMMARY
Functions as liaison between corporate and the distributor, dealers, and OEMs while ensuring the highest standard of assistance to the network and customers. Consistently reviews and tracks service and parts standards with assigned network territory to ensure continuous growth and customer satisfaction. Identifies, develops, and implements solutions to customer and product issues. Applies appropriate policies and procedures to ensure customer retention and effective use of company resources. Identifies, documents, and communicates product quality issues between corporate, distributors, dealers, OEMs, and customers to support Isuzus high level of quality, dependability, and uptime.
PRINCIPAL DUTIES & RESPONSIBILITIES
% of time spent on each activity
35% 1. Supports the business process by routinely reviewing distributors and dealers service process flow management, technical and management abilities, service intake objectives, engine uptime priorities, key performance indicators, etc. using online and offline systems prescribed. Recommends and reviews appropriate actions to improve areas of concern with distributor and dealer executive and service management. Communicates network and customer standing with Sales team management on a regular basis.
30% 2. Provides administrative and review functions required by the distributor, dealer, OEM, and corporate related to distributor, dealer, OEM, and customer contact reports, warranty processes, and technical training, while supporting the Technical Assistance team and Product Engineering. Gathers current technical information from the Technical Service Engineering team to develop and distribute high quality training materials. Assists distributors in developing solutions to meet requirements of all parties while keeping the customer as a top priority. Supports or leads regional and corporate activities to increase the Isuzu brand including but not limited to DSTAB yearly meetings and trade shows.
30% 3. Builds customer satisfaction by working on engine uptime priority and general customer satisfaction cooperatively with distributor, dealer, and OEM staff. This includes but is not limited to actively engaging engine down reports, or similar processes, customer assistance needs, and general requirements from the network. Processes warranty claims - monitors and follows up on warranty claims that require additional data, parts, and analysis.
5% 4. Promotes the sale and marketing of Isuzu service and parts to meet distributor, dealer, OEM, and corporate objectives. This includes but is not limited to working with the network service departments and OEM accounts. Develops marketing strategies with the network to increase potential parts sales and encourages usage of parts and service co-op to develop strategies. Promotes aftersales activities to promote Isuzu service.
5. Performs miscellaneous job-related duties as assigned.
ORGANIZATIONAL RELATIONSHIPS
- Reports to: Manager, Service Operations
EDUCATION, EXPERIENCE & TRAINING
- Bachelors degree in Business, Automotive, or Mechanical Engineering, or equivalent directly related work experience
- Minimum three years experience working for a domestic manufacturer, import distributor, or commercial/industrial product company
- Previous experience as an automotive or truck technician and/or dealer service and parts operations desirable
KNOWLEDGE
- Thorough understanding of off-highway engine or product mechanical and electrical principals
- Solid knowledge of automotive/truck/engine terminology and operations
- Knowledge of modern diesel engine systems
- Knowledge of distributor, dealer, or OEM operations
SKILLS & ABILITIES
- Proficient PC skills in Windows applications and with smart communication technology
- Very strong verbal and written communication and presentation skills
- Ability to work independently
- Outstanding time management skills and marketing strategies
- Must be able to maintain a valid drivers license and acceptable driving record
PHYSICAL STANDARDS
The employee must be able to access, enter and retrieve data using a computer or smart phone. This is primarily a traveling position in a mobile office environment which requires only occasional reaching, stooping, and lifting of office files, reports or records, typically weight 25 lbs. or less.
Requires frequent travel, 75% of the time including overnight stays and requires the flexibility to meet demands for unscheduled travel within the territory.
