Service Engineer

Job Overview

The primary purpose of this position is to diagnose and resolve complex service issues across multiple product lines. Areas of responsibility include— but are not limited to— part replacement solutions, field problem-solving support, product validation, training, and escalation management for complex customer cases. The Service Engineer also provides critical input on design improvements, warranty support, and product performance issues.

This role requires a high degree of technical expertise, resourcefulness, and accountability, with a strong focus on urgency, quality, and collaboration. The Service Engineer must influence cross-functional teams to deliver an exceptional customer experience while driving continuous improvement throughout the organization.

What You'll Do

• Review and contribute to technical documentation and service manuals; ensure clarity and accuracy of materials managed by the Technical Service group.
• Participate in project reviews, PDP (Product Development Process) meetings, and other cross-functional reviews to ensure new designs are serviceable.
• Analyze warranty data to identify trends, root causes, and targets for corrective action, linking cases to applicable problem-solving documents.
• Key representative in ECO/ECR process to represent service interests, such as but not limited to, backward and forward compatibility, serviceability, and inventory implications.
• Key participant in RMA (Return Material Authorization) related investigations and reporting.
• Analyze warranty data to identify trends, root causes, and targets for corrective action linking cases to applicable problem-solving documents.
• Lead the development and implementation of solutions and process improvements impacting serviceability, reliability, or customer experience.
• Provide advanced troubleshooting support and field service assistance, including travel to dealer or customer locations as required.
• Develop technical documentation such as troubleshooting guides, diagnostic charts, repair instructions, and product bulletins.
• Collaborate with Engineering and Manufacturing on design revisions, modifications, and field corrective actions.
• Partner with Manufacturing to improve current production processes, tools, and equipment for serviceability and quality.
• Lead proactive problem-solving efforts with suppliers and internal teams to resolve design or performance-related warranty issues.
• Drive continuous improvements to the Labor Time Guide through data analysis and field feedback.
• Support the development of training materials, service tools, and demonstration bucks and displays.
• Perform other related duties and participate in meetings as assigned by management.

Who You Are

• Excellent communicator with superior verbal, written, interpersonal, technical, and presentation skills.
• Proven project management experience with the ability to manage multiple priorities effectively.
• Strong critical-thinking and problem-solving skills, particularly in a fast-paced, entrepreneurial environment.
• Ability to respond to challenging questions with confidence and professionalism.
• Skilled in negotiation and organization, with the ability to protect the best interests of all parties involved.
• Demonstrates a “Do What You Say, Say What You Do (DWYSSWYD)” mindset—follow-up, accountability, and communication are critical to success in this role.
• Exhibits a “Seek to Understand” leadership approach—able to direct with conviction while maintaining openness and perspective.
• Capable of interpreting customer needs and adapting plans or solutions as necessary.
• Self-motivated, disciplined, and able to stay on task with minimal supervision.
• Versatile, flexible, and comfortable working within constantly changing priorities.
• Creative, innovative, and collaborative team player.
• Advanced computer proficiency required (MS Office Suite, diagnostic tools, data management systems, etc.).

Strong Skills In:

• Verbal, written, and active listening communication
• Attention to detail and organizational discipline
• Interpersonal collaboration and relationship-building
• Problem-solving, analytical thinking, and execution