Senior Field Service Engineer

1 day ago

Brighton, Ontario, Canada Wayne | Dover Fueling Solutions Brasil Full time

Key Responsibilities:

Technical Subject Matter Expert

  • Knowledge of hardware/software integration and site architecture.
  • Advanced troubleshooting including deep-dive diagnostics using logs, debugging tools, network traces, profilers, or source code.
  • Escalation point and liaison for complex customer escalations; L1/L2 Customer Support, Product Management, and Engineering
  • Knowledge creation: write internal documentation, playbooks, and conduct training for L1/L2 support teams.
  • Provide design recommendations for serviceability and usability based on technical experience. Provide internal and external onsite training for product installation, operation, and support.
  • Investigate escalated field issues. This includes initiating site visits, troubleshooting and documenting technical issues, capturing, and analyzing log data, escalate to Engineering and executing resolution recommendations from Engineering.

Primary Support Resource for New Product Development and Sustaining Efforts

  • Active member of NPD core team
  • Collaborate with Engineering team and gain an understanding of new product dependencies and system integration requirements.
  • Create and execute beta test plans to be used during field validation.
  • Oversee the installation of beta test products at customer site locations.
  • Provide required updates and reports on product performance and convey performance issues to Engineering and Product Management.
  • Prepare and distribute field validation completion reports, summarize findings and provide recommendations regarding production enablement readiness.

Customer Lab Support Resource

  • Assist with customer lab set up.
  • Distribute updated software to established customer labs and provide assistance as needed. o Collaborate with commercial team to ensure that customer simulators are configured correctly.

Documentation Creation

  • Develop technical scope of work documentation for field service activity.
  • As needed, develop Knowledge Base Articles (KBAs) for support team.
  • Document field visits and distribute as requested.

Qualification Requirements:

  • Bachelor's or higher degree in a technical, engineering, or related field preferred; significant and in-depth experience may be substituted for a degree.
  • Prior field-based technical support experience, ideally with part of this experience working in related industry.
  • Up to 50% travel requirement. Must be able to travel with short notice.
  • Must have a valid driver's license and be legally able to drive.
  • Must be fully capable and willing to abide by company credit card rules when using company provided credit card for business travel related purposes.

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