Job Description

JOB SUMMARY:

Provides service engineering and technical assistance to customers in areas of warranty improvement, root cause identification, installation, startup, maintenance & repair, training, and modification of equipment. Leads vehicle system level investigation testing activities related to returned components or parts that are found as No Trouble Found [NTF]. Monitors, analyzes, tracks, and disseminates service engineering warranty improvement performance data and activity to appropriate areas throughout the company. Develops and implements strategies focused on achieving best in class quality and/or new business growth. Trains less experienced employees to identify, analyze, and repair product failures.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Supports management in the development of department short-term, mid-term, and long-term service strategy plans to contribute to business unit growth to achieve greater customer satisfaction.
• Manages the planning of new service businesses through the development and implementation of service strategy for repair services, network establishment and/or new service technologies in support to original equipment or aftermarket customers.
• Leads data collection for marketing intelligence, feasibility studies analysis, and business model/route formulation in developing business plans to justify service business opportunities. 
• Coordinates with other Service Engineers to perform routine analysis, visualization, and development of root cause hypotheses primarily based on automotive warranty data sets. Develops job efficiencies and improves issue detection and resolution speed by researching and integrating unique internal and external data sets. 
• Leads escalation, tracking and evaluation of warranty issues and countermeasures to ensure sufficient action and timely resolution, including communicating status and countermeasure actions across DENSO. 
• Coordinates with other Service Engineers, DENSO Engineering, and Plant to analyze returned parts in order to identify true root cause and ensure robust corrective action(s) is implemented. 
• Leads development and implementation of vehicle test plans, operating necessary equipment, and technical data analysis in order to determine failure mode/identify root cause of problem. Develops solutions to complex problems based on deep product and system knowledge. 
• Supports Manager in prioritization of job responsibilities, adheres to urgency of providing information, and seeks advice when necessary. Trains and acts as a mentor to less experienced Service Engineers.
• Identifies root cause of customer technical issues through direct interaction and field visitation (go & study); to assure customer pain points are accurate and detailed for fast action. 
• Provides technical content and knowledge for the development of product service information such as service manuals, operation guides, installation instructions, component parts lists, service bulletins, technical training material and test specifications. Develops technical and training presentations by defining the subject content and verifying draft publications or presentations.
• Provides advanced technical expertise and training to the customer base via direct customer visitations, meetings or other means. Develops and provides technical training for current and new technology (e.g., scantool diagnostics, tool operations, test procedures, commodity function/troubleshooting, etc.).
• Manages all assisted projects to ensure milestones are met and project is completed on time and within budget. Demonstrated ability to foster and maintain relationships with an ability to work as part of a cross functional team.
• Performs other duties as assigned.

QUALIFICATIONS:

• Bachelor's degree in engineering or related field
• 5+ years of experience  

SKILLS AND ABILITIES:

• Analytical skills in order to gather and interpret information in situations where problems are of limited scope/difficulty. Tasks are generally performed in accordance with standard or established techniques/protocols but require alertness to identify discrepancies or obtain advice when precedents are unclear. 
• Technical writing, verbal communication, and reporting skills to primarily gather or exchange information with internal and external customers on factual matters. Partners with limited number of customers/stakeholders relating to business outcomes. 
• Basic knowledge of automotive parts and related vehicle systems (e.g, charging/starting electrical, emission, HVAC systems, vehicle electronic components). 
• Mechanical aptitude in order to disassemble parts to identify root cause of issues.
• Demonstrated knowledge and application of general engineering principles and methodologies. 
• Ability to utilize automotive diagnostic tools and basic measurement devices (ex. multimeter). 
• Demonstrated competency in working with computer software and database systems in order to maintain, manipulate, analyze, and reconcile data. 
• Creating, tracking, report and presenting of Key Performance Indicators to management and/or customers
• Demonstrated time management and priority setting skills
• Demonstrates a high commitment to quality
• Continuous improvement mindset
• Ability to apply process improvement planning and checking to own work output and to assist others with identifying gaps in work results
• Demonstrated ability to foster and maintain relationships with an ability to work as part of a cross functional team

BENEFITS SUMMARY: 

• Medical, Dental, Vision, Prescription Drug plans  
• 401K with 4% Company Match 
• Vacation/PTO and 13 paid Holidays 
• Bonus Program
• FSA/HSA and Dependent Care Programs 
• Company provided Life, Disability, ADD and Business Travel Insurance 
• Various No Cost Wellness & Chronic Condition Management Programs 
• Various Optional Insurance programs such as legal, identity theft, critical illness, etc. 
• Tuition Reimbursement  
• Career Development and Ongoing Training  
• Employee Assistance Program  
• Employee Spotlight and Recognition Program 
• Volunteer Opportunities  
• Onsite Fitness Center (vary by location) 
• Cafeteria and food markets (vary by location)  
• Onsite Health Clinic and Pharmacy (vary by location) 

Annual Salary: $96,000 – $133,000