Service Support Engineer - Powertrain (SG 31)

Company Information

PACCAR is a global technology leader in the design, manufacture and customer support of high-quality light-, medium- and heavy-duty trucks under the Kenworth, Peterbilt and DAF nameplates. PACCAR also designs and manufactures advanced power trains, provides financial services and information technology, and distributes truck parts related to its principal business.

Peterbilt Motors Company

On highways, construction sites, city streets, logging roads - everywhere our customers earn their living - Peterbilt's red oval is a familiar symbol of performance, reliability and pride. Peterbilt has reigned as America's premium quality truck manufacturer since the company's founding in 1939. Our dedication to deliver products and services focused on improving customers' performance, image, profitability and peace of mind truly makes Peterbilt the Class of the Industry.

Requisition Summary

The Service Supoort Engineer position will work with the field service technical managers, dealers and customers to provide technical support for our products. Their focus will be on driving customer uptime through both timely and accurate case resolution. Their actions will have a direct impact on customer satisfaction and impact future truck sales.

Job Functions / Responsibilities

• Provide powertrain technical assistance to the Field Service Organization to resolve customer issues.
• Interact with fleet customers, including travel, to address escalated technical issues.
• Work with the Sales Organization on key account issue resolution to grow and retain customer accounts.
• Review, assist and provide feedback for service documentation.
• Provide powertrain technical support to body builders through Field Service Organization or directly to identified body builder for customer specific configurations.
• Participate in product development process to provide After Sales input, including serviceability, maintainability and repairability.
• Communicate information related to powertrain product changes, field fixes and emerging customer issues to the Field Service Organization.
• Coordinate between multiple engineering groups including the powertrain teams.
• Communicate with PTC, ADG, VSC, PEC, and Kenworth on emerging customer issues.
• Support the Peterbilt training department by reviewing powertrain training class content and provide product update to the training group.
• Develop tools/aids to help powertrain troubleshooting.

Skills

• Comprehensive Class 7/8 powertrain and engine knowledge gained through 3-8 years of related service: preferably heavy-duty trucks / OEM or truck components.
• Thorough understanding of heavy-duty trucks or related equipment and the ability to apply and communicate this knowledge.
• Demonstrated ability to establish effective working relationships with customers.
• Exceptional communication skills, both verbally and written, including the ability to plan, organize and deliver formal presentations.
• Demonstrate ability to identify, prioritize, analyze and successfully resolve customers, dealers and field service organization issues, giving a high priority to customer satisfaction.
• High aptitude with diagnostic tools for troubleshooting including proprietary, supplier and third-party tools.
• Approximately 40% travel required to support and stay current on product field activities and provide technical expertise to resolve customer issues.
• Knowledge and driven to stay up to date with Peterbilt and PACCAR product offering on both a service and sales perspective.
• Management background with strong aptitude to manage a dynamic multitask environment.

Education

Bachelor's Degree Required, preferably in Engineering or related technical field. Master's degree preferred, but not required.

General Description of all Benefits

As a U.S. PACCAR employee, you have a full range of benefit options including:

· 401k with up to a 5% company match

· Fully funded pension plan that provides monthly benefits after retirement

· Comprehensive paid time off – minimum of 10 paid vacation days (additional days are provided with additional seniority/years of service), 12 paid holidays, and sick time

· Tuition reimbursement for continued education

· Medical, dental, and vision plans for you and your family

· Flexible spending accounts (FSA) and health savings account (HSA)

· Paid short-and long-term disability programs

· Life and accidental death and dismemberment insurance

· EAP services including wellness plans, estate planning, financial counseling and more

Additional Job Board Information

PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability corporation. Peterbilt promotes Diversity and Inclusion through mentorship, events, and affinity support groups – The Diversity Council, Peterbilt Women’s Initiative (PBWIN), Veterans Group, Peterbilt Black Organization for Leadership and Development (B.O.L.D) and ADVOCATE (An LGBTQ support group).

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