Product Support Europe
Vor 2 Tagen
**Job Title**:Product Support Engineer III
**HRIS Job Title**:Eng-Product Support III***
**FLSA Status**:Exempt
**Job Code**:43117
**Band**:P3
**Essential Duties and Responsibilities **include the following. Other duties may be assigned.
- Resolution of acute customer issues. Perform root cause analysis using industry standard Six Sigma processes such as 8D, DOE, and FEMA. 16.
- Provide for a contact point within the factory for FSE(s)
- Manage and document escalations through Insight. Follow up with the appropriate functional group to ensure timely closure on open technical issues whether hardware, software, after-market, etc.
- Produce troubleshooting matrices that enable field service engineers to follow a systematic approach to localizing and resolving a common problem.
- Mentor field service and support engineers in operation and troubleshooting of complicated system level electronic and mechanical problems.
- Provide assistance and hands-on training toward the development of Field Service Engineers
**Required Skills**:
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Analytical: Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data
- Ability to: Read, write, comprehend and speak English sufficiently well to perform job functions; Work as part of a team to get resolution to client issues; Communicate effectively with both internal and external customers; Present a professional image to the customer; Perform presentations in a client setting; Manage time and set priorities for tasks; Be comfortable working in a fast-paced and self-managed environment; Practice effective self‐management. Travel worldwide on short notice over 60% of the year with a potential duration of up to 12 weeks at a customer site.> FSE
- Skills: Demonstrated strong documentation skills; Demonstrated excellent communication and ability to manage activities to committed deadlines
Required Experience
- Bachelor or Master in Engineering/Project Management/Business/Marketing or equivalent and fifteen years of experience with track record of site and project management success; or equivalent combination of education and experience.
- Have a valid passport and not be limited to travel to any international location
- Able to carry a pager, pass respirator and fitness tests.
- Occasionally work off shifts and or weekends to provide escalation support.
- PMP Certification or PM experience
- Six Sigma Black Belt Certification
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