Field Service Engineer

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

📋 Description

• Act as a technical resource in the field for internal ZF teams, OEMs, dealers, distributors, and fleet customers, handling call center escalations as a Level 2 technical support specialist.

• Analyze the biweekly unit-down list in collaboration with the call center to proactively identify and resolve field-related issues, escalating unresolved product matters to engineering with well-documented data and observations on root causes.

• Create and maintain diagnostic tools and strategies (such as parameter decoders and measurement instruments) to facilitate efficient problem resolution.

• Foster and utilize effective working relationships with OE field representatives to collaboratively support mutual customers.

• Provide web-based and in-person technical training to distributors, fleets, dealer technicians, and internal teams, while aiding the training team in developing new training materials.

• Conduct internal technical training sessions across various departments to enhance product knowledge and encourage a culture of knowledge-sharing through hands-on demonstrations, SOPs, and technical bulletins.

• Visit dealerships and service partners in your area to nurture relationships and promote ZF support—subject to travel availability.

• Assist the sales and marketing teams with product positioning by sharing technical insights and educating customers, while identifying and supporting new retrofit opportunities via site visits, technical feasibility assessments, and solution guidance.

• Work in conjunction with internal and external quality teams to investigate field issues, develop repair strategies, and engage in campaign or recall activities, including documentation and instruction reviews.

• Contribute to the development of IAM policies and provide process support for service-level claims.

⛳️ Requirements

• Associate’s Degree with equivalent years of experience; a bachelor's degree is preferred.

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

• Proven experience in delivering technical training and creating training materials.

• Strong troubleshooting and diagnostic abilities related to driveline, axle, or transmission systems.

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

• Proficient in MS Office; experience with CRM, LMS, and diagnostic software tools is preferred.

• ASE Certification is an advantage.

🏝️ Benefits

• Annual Incentive Plan

• Paid Vacation

• 401k Plan

• Paid Holidays

• A robust diversity culture

• Supportive Employee Groups and community outreach initiatives