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Job Description

Job Overview:

Your responsibilities will be for all tasks associated with the Field Service Senior Engineer position. Wayne Fueling Systems Canada ULC may make appropriate adjustments deemed necessary according to the changing needs of the business. Job duties may include, but are not limited to the following:

Position Summary:

Field Service Engineers are product specialists who execute product field testing and sustaining support. In this customer-facing role, they ensure production readiness of new product releases and act as escalation points and liaisons between end users, service providers, and internal teams.

Position Responsibilities:

• Act as a technical subject matter experts (SME) for primary program assignments, which includes:

• Serve as an escalation point and liaison to key internal/external customers, including Product Management, Program Management, Commercial, Engineering, and Service teams.

• Provide project teams with timing estimates for costing purposes

• Configure and stage equipment for industry tradeshows.

• Provide design recommendations for serviceability and usability

• Assist commercial team in evaluating potential sales opportunities from a technical service perspective and provide support as needed.

• Support manufacturing teams in correcting technical issues identified during production.

• Supplement internal QA testing process with user acceptance and field readiness lab validation.

• Provide internal and external training sessions on product installation, operation, and support.

• Investigate escalated field issues. This includes initiating site visits, troubleshooting and documenting technical issues, capturing, and analyzing log data, and developing resolution plans.

• Primary service stakeholder for New Product Development and sustaining efforts. Primary responsibilities include:

• Identify new product dependencies and system integration requirements.

• The creation and execution of beta test plans during the field test phase.

• Overseeing the installation of beta test products at customer site locations.

• Evaluating Authorized Service Organization technical capabilities and reporting findings to Regional Service Management team.

• Providing regular updates and reports on test findings and identified field issues.

• Issue test completion reports, summarizing findings and offering recommendations regarding production enablement readiness.

• Documentation

• Create service and support documentation for training requirements.

• Create scope of work documentation for warranty and service projects.

• Create draft service memos and communications.

• Create trip summary reports for field visits, and regular project and activity reports.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

Qualification Requirements:

• Bachelor’s or higher degree in a technical, engineering, or related field preferred; significant and in-depth experience may be substituted for a degree.

• Prior field-based technical support experience, ideally with part of this experience working in related industry.

• Up to 50% travel requirement. Must be able to travel with short notice.

• Must possess a valid driver’s license and be legally able to drive.

• Must be fully capable and willing to abide by company credit card rules when using company provided credit card for business travel related purposes.

• Fluent English language skills, both verbal and written. Fluent in French (preferred)

Behavioral Requirements:

• Self-starter/self-motivated, manages own schedule in manner which yields best results

• Able to work in a high-paced and dynamic team environment. Resourceful.

• Excellent problem solver, with deductive reasoning and troubleshooting skills.

• Ability to effectively comprehend, analyze and present technical data.

• Ability to plan travel efficiently in terms of time and costs.