Service Engineering Specialist

POSITION SUMMARY 

Accountable for determining root cause and corrective action for issues affecting product in service working with other departments and suppliers as required. Responsible for documenting and releasing instructions to complete retrofits.  Also, responsible for the general support of field staff.

WHAT YOU WILL DO:

• Recommend course of action to solve problems brought to the department by the field staff or the customer directly.
• Assign a Risk Priority Number to every FSAR (Field Service Action Report) to determine the priority of the issue and assist with managing work queues.
• Investigate, identify and resolve product problems of varying difficulty with the appropriate department(s), including suppliers.  This includes documenting and providing SCANs for supplier issues.
• Create instructions to service or service bulletins with clear information for the field staff to complete the repair.  This may require field work to determine root cause and corrective action. 
• Answer incoming calls from internal and external customers or internal field staff and take appropriate action to resolve issues.
• Supply Technical Publications Department with updated information for the manuals as well as suggestions on how to improve the information in our manuals.
• Stay up to date with training on pertinent systems in our vehicle to enable the technical services group to be intimately familiar in all aspects of our vehicle.
• Resolves customer problems or complaints effectively and in a timely manner.
• Co-ordinates own tasks to ensure schedule dates are met considering Supplier and Customer timelines.
• Assists with controlled testing of components and installations to meet contractual obligations, ensure product reliability, and verify component fit.
• Special assignments as required.

WHAT YOU NEED TO BE SUCCESSFUL:

• Technical aptitude with a Bachelor of Science in Engineering, Engineering Technology Diploma or a combination of equivalent education and engineering experience will be considered. (Mechanical)
• Mechanical Engineering background (PENG, CET, EIT), Customer Service background, Leadership qualities
• Exceptional customer service experience and problem-solving skills.
• Strong verbal and written communication skills.
• Strong organizational and time-management skills with the ability to manage multiple priorities in a fast-paced environment.
• Motivated self-starter with high level of initiative.

*Travel up to 10% may be required across Canada and the US*

OUR WHY: 

We exist to move people. Our mission is to design and deliver exceptional transportation solutions that are safe, accessible, e­fficient and reliable.

NFI Group is a leading independent global bus manufacturer providing a comprehensive suite of mass transportation solutions.  News and information are available at www.nfigroup.com, www.newflyer.com, www.mcicoach.com, www.arbocsv.com, www.alexander-dennis.com, www.carfaircomposites.com and www.nfi.parts.