Field Service Engineer – EV

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

📋 Description

• Oversee, mentor, and cultivate a specialized team comprising EV Field Service Engineers, a Software/Programming Field Service Engineer, and a Telemetry Specialist.

• Drive proactive field support aimed at identifying, analyzing, and addressing issues prior to customer impact.

• Manage fleet-wide monitoring utilizing telemetry, connected vehicle technologies, warranty data, and field performance metrics.

• Define territory ownership and accountability for EV operational health, customer relations, and technical performance.

• Facilitate monitoring and support across production, dealer inventory, delivery, and customer operations.

• Lead inquiries into escalated issues related to battery, high-voltage propulsion, charging, thermal management, controls, software, and connected vehicle technologies.

• Act as the primary technical escalation contact and orchestrate cross-functional resolutions.

• Coordinate software programming, calibration, and deployment efforts with Engineering and Product Development teams.

• Supervise telemetry collection, analysis, and reporting to uncover trends and systemic challenges.

• Direct the acquisition of field data, including CAN captures, telemetry analysis, software logs, event data, and diagnostics for Root Cause Analysis.

• Collaborate with Engineering, Manufacturing, Quality, Product Development, Warranty, and Supplier teams to implement corrective actions.

• Conduct fleet health assessments and prioritize product enhancements.

• Assist in validating engineering countermeasures through field testing, pilot programs, and customer evaluations.

• Enhance diagnostic methods, service protocols, and troubleshooting procedures.

• Organize technical information for service bulletins, software release notes, technical publications, service campaigns, and field communications.

• Deploy EV Field Service personnel to optimize customer support and resource utilization.

• Develop and track KPIs related to fleet health, response times, reliability, and customer satisfaction.

• Sustain relationships with customers, dealers, and internal stakeholders.

• Document service activities, findings, corrective actions, and communications comprehensively.

• Support new product introductions through field readiness planning, early-life failure monitoring, technical training, and swift issue resolution.

• Perform additional related duties as assigned.

⛳️ Requirements

• Preferred: Bachelor’s degree in Electrical Engineering, Automotive Engineering, Automotive Engineering Technology, Computer Engineering, Mechatronics Engineering, Advanced Vehicle Systems, Automotive Technology, or a related technical field.

• A minimum of five (5) years of OEM engineering-level technical service support, field service engineering, or advanced technical support experience with electric vehicle, medium-duty, or heavy-duty vehicle systems.

• Preferred experience supporting high-voltage electric vehicle systems, software diagnostics, connected vehicle technologies, or advanced vehicle controls.

• At least two (2) years of leadership or direct report management experience.

• Proven experience utilizing engineering data, telemetry, or advanced diagnostics for Root Cause Analysis and product enhancement.

• Class B CDL with School Bus and Air Brake Endorsements, or the ability to obtain these within six (6) months of employment.

• In-depth knowledge of battery electric vehicle systems, including high-voltage architecture, battery systems, propulsion, charging, thermal management, vehicle controls, and electrical distribution.

• Strong comprehension of vehicle software architecture, programming, calibrations, firmware deployment, and electronic control systems.

• Advanced understanding of CAN, J1939, CAN FD, vehicle networking, diagnostic tools, and data acquisition techniques.

• Experience with telemetry, connected vehicle technologies, and fleet performance data analysis.

• Familiarity with Root Cause Analysis methodologies, 8D processes, corrective action development, and continuous improvement practices.

• Capability to interpret electrical schematics, software logic, network architecture, engineering documentation, and technical specifications.

• Strong analytical abilities for assessing technical data and formulating recommendations.

• Excellent communication and customer relationship management skills.

• Demonstrated aptitude for coaching, mentoring, and developing highly skilled technical personnel.

• Ability to manage multiple priorities and lead cross-functional initiatives effectively.

• Experience collaborating with Engineering, Manufacturing, Quality, Product Development, Warranty, and Service Operations.

• Proficient in Microsoft Office Suite and engineering diagnostic software.

• Willingness to travel as required.

• Flexibility to work outside standard business hours when necessary.

• Must be legally authorized to work in the United States and provide proof of employment eligibility upon hire.

• High School diploma or equivalent (as listed under Education).

🏝️ Benefits

• Equal Opportunity and Affirmative Action employer.

• A work environment that is free from discrimination or harassment.

• Reasonable accommodations may be provided to enable individuals with disabilities to perform essential functions.