Field Service Technician

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.

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

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

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

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

• Maintain productive relationships with OE field representatives to assist shared customers.

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

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

• Conduct internal technical training workshops utilizing hands-on demonstrations, SOPs, and technical bulletins.

• Visit dealerships and service partners in the area to foster relationships and promote ZF support.

• Support sales and marketing initiatives with product positioning through technical insights and customer education.

• Identify and assist with retrofit opportunities via site visits, technical feasibility assessments, and solution recommendations.

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

• Engage in campaign and recall activities, including documentation and instruction reviews.

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

⛳️ Requirements

• Associate’s Degree or equivalent years of 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 skills in troubleshooting and diagnosing driveline, axle, or transmission systems.

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

• Proficient in MS Office.

• Prior experience with CRM, LMS, and diagnostic software tools is preferred.

• ASE Certification is advantageous.

• The ideal candidate should be located in Texas, preferably in Houston, Dallas, or Austin.

• Willingness to travel up to 50% is required.

🏝️ Benefits

• A supportive collaborative team environment.

• Annual Incentive Plan.

• Paid Vacation.

• 401k Plan.

• Paid Holidays.

• A strong diversity culture.

• Supportive Employee Groups and community outreach activities.

• Reasonable accommodations and special assistance for applicants with disabilities.