Field Service Engineer

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Act as a technical field resource for internal ZF teams, OEMs, dealers, distributors, and fleet customers.

• Handle call center escalations as a Level 2 technical support representative.

• Analyze the biweekly unit-down list to proactively detect and resolve field issues.

• Forward unresolved product issues to engineering with documented data and insights on root causes.

• Create and sustain diagnostic tools and strategies, including parameter decoders and measurement instruments.

• Partner with OE field representatives to assist shared customers.

• Provide both web-based and in-person technical training sessions.

• Aid in the creation of new training materials alongside the training team.

• Conduct internal technical training with practical demonstrations, standard operating procedures (SOPs), and technical bulletins.

• Visit dealerships and service partners within the region.

• Support sales and marketing efforts through product positioning and technical education for customers.

• Recognize and facilitate retrofit opportunities via site visits, technical feasibility assessments, and solution recommendations.

• Work in conjunction with quality teams to investigate field issues and formulate repair strategies.

• Engage in campaign and recall activities, including the review of documentation and instructions.

• Contribute to IAM policy development and assist with the service-level claims process.

⛳️ Requirements

• Associate’s Degree or equivalent experience; a bachelor’s degree is preferred.

• 3–5 years of technical experience in field service or product support, ideally in commercial vehicles or heavy-duty systems.

• Experience in delivering technical training and creating training materials.

• Strong troubleshooting and diagnostic expertise with driveline, axle, or transmission systems.

• Comfortable communicating across various departments and engaging with customers at all levels.

• Proficiency in MS Office.

• Preferred experience with CRM, LMS, and diagnostic software tools.

• ASE Certification is an advantage.

• Ideal candidate should be located in Pennsylvania.

🏝️ Benefits

• Annual Incentive Plan.

• Paid Vacation.

• 401k Plan.

• Paid Holidays.

• A supportive collaborative team environment.

• A strong diversity culture.

• Supportive Employee Groups and community outreach activities.