What are the responsibilities and job description for the Product Support Engineer - Closures position at Tesla?
Tesla is seeking a Product Support Engineer for vehicle closures, including doors, trunk, liftgate, frunk, and windows. This role is at a key connection point for product development and change implementation between our Silicon Valley development team, US-based factories, and North American Service Centers. A strong technical background in diagnosing complex electromechanical systems with heavy software content and deployed in safety-critical applications is required. You will be responsible for contributing directly to the continuous improvement of our products. This engineer must be passionate about the product, a strong critical thinker, and capable of understanding technical system-level architecture and issues.
Service Engineering, part of Vehicle Software Engineering, is responsible for real-time diagnostic support for the service network (the field), development and improvement of diagnostic tools and procedures, and feedback of top field issues to our development teams to improve current and future products.
- Responsible for supporting closures components across all products in North America, including doors (falcon doors, powered front door, manual doors, handles, latches), windows (glass, regulators), trunk/frunk/liftgate (gas struts, power struts, latches), and all associated actuators, sensors, and controls.
- Perform diagnostics on field failures both remotely - looking at data logged by the vehicle - and directly in the field with onboard diagnostic tools.
- Coordinate with design and development teams to perform further root cause analysis with component owners where necessary.
- Work with quality and manufacturing teams to ensure new issues are fully investigated and that countermeasures are in place.
- Define requirements for on-board diagnostic methodologies and diagnostic alerts, including consideration for third-party shops, and work with the firmware development team to implement.
- Develop and document troubleshooting and remote diagnosis techniques with service technicians, technical support specialists and regional technical specialists.
- Conduct large-scale data analyses to triage closures related issues.
- Be the subject matter expert liaison between service engineering team and system design, quality, and manufacturing teams by communicating the latest product changes and information to the rest of the team.
- Review user experience issues and deficiencies and escalate those to development teams that can be addressed by firmware or hardware improvements and/or revised functional specifications.
- Identify and propose product improvements to HW and SW development teams that will increase reliability, reduce service cost, and improve customer satisfaction.
- Collaborate tightly with Tesla's hardware and software teams to ensure efficient and economical implementation and validation of new features, components, and systems.
- Some occasional travel to perform onsite root cause analysis and training is necessary.
- Availability for occasional off-hours calls and work.
- Experience in Automotive Technology / Electrical Engineering / Mechanical Engineering / Mechatronics or similar, or equivalent experience considered
- Minimum 2 years of experience in automotive industry or manufacturing, testing, or design of related hardware
- Experience testing, validating, diagnosing, and/or designing systems of electromechanical actuators and sensors, especially in an automotive context
- Knowledge of vehicle architecture, CAN protocol, UDS protocol is a plus
- Prior experience with automotive closures a plus
- Experience with full product life cycles from prototype to production to aftermarket
- Able to read or interpret Python and C/C a plus
- Experience with data acquisition, analysis, and processing tools, such as SQL, preferred
- Able to read and interpret electrical schematics
- Able to read and interpret mechanical drawings; experience with CAD systems such as CATIA is a plus.
- Prior experience in Formula SAE or experience working on personal cars is a plus
- High proficiency in MS office programs (Word, Excel, PowerPoint, Project)
- Excellent oral, written and presentation communication skills
Tesla is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws.
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