Service Engineer 

Summary/Objective

DD DANNAR, LLC, is the Original Equipment Manufacturer (OEM) of a mobile, off-road energy platform that is the first in a new class of hybrid-electric work vehicles. We are looking for a Service Engineer to be responsible for providing best-in-class product support to our customers.  

FLSA Classification: 

Exempt

Essential Functions:

• • Provide technical and service support to all customers both internal and external.  

  • Communicate with customers to respond to their support emails/calls, troubleshoot issues remotely, when possible, make regular service visits to the customer job site, and communicate effectively and promptly with appropriate audiences.  

  • Design and develop a world-class service support program, including, but not limited to, standards, documentation, systems, and processes. Manage enterprise goodwill.  

  • Be able to perform or assist with Failure Analysis. 

  • Document services performed and customer feedback. Develop and maintain evaluations from customers of service received. 

  • Develop and conduct training programs for employees and strategic partners; including training for personnel and develop a diagnostic troubleshooting guide to accelerate training and assist with solving customer/unit problems. 

  • Keep current knowledge of components and technologies implemented on the products. 

  • Develop and communicate key performance indicators (KPIs) regarding service, customer experience related to service, etc. 

  • Travel regularly to customer sites for troubleshooting, repairs, training, and other needs with most travel concentrated to the North American West Coast. 

  • Support Production, Quality, and Engineering personnel to identify service-related issues so that the proper actions can be instituted. The goal is to drive issues back to root causes and have respective departments implement permanent corrections. 

  • Partner with Engineering to help design for serviceability. 

  • Work on individual developmental goals. 

  • Lead cross-functional problem-solving discussions utilizing industry-standard problem-solving tools and processes. 

  • Perform all duties of a Service Technician when needed. 

  • Performs other related duties as necessary or assigned.  

     

Competencies:

• Follow Honor Built Philosophy – Honor is how we approach all facets of our organization, as well as our community and customer partnerships. 
• Strong knowledge of mechanical powertrains, high voltage, structures, and hydraulics. Ability to read schematics.
• Knowledge of quality problem solving methods including, but not limited to: 5 why’s, fishbone diagrams, FMEA, pareto analysis, and Six Sigma.
• Strong leadership capabilities, ability to lead others in a positive manner to complete projects as well as day to day work.
• Proven ability to use hand and power tools as well as demonstrate a strong safety culture starting with proper PPE usage.
• Strong problem-solving abilities balanced with speed of execution. Able to diagnose systems and address issues. 
• Must be self-directed, embrace execution excellence, and produce results.
• Must be able to be a participating team member and work collaboratively.
• The ability to communicate the root causes so that corrective actions can take place. 

Required education and experience:

• • Bachelor of Science degree in engineering from an accredited university or college or equivalent experience. 

  • 7+ years of Service Engineering or Field Service Engineering or similar experience. 

  • Must have working knowledge of technical and customer service. This experience is to include all mechanical, hydraulic & electrical system knowledge, and the troubleshooting of these systems. 

  • Strong problem-solving skills accompanied by exceptional customer experience abilities. 

  • Demonstrated ability to lead others, including remote teams. 

  • Basic knowledge of Microsoft Office  

  • Lean Six Sigma Yellow Belt Certification (can be completed upon hire). 

     

Preferred education and experience:

• • Masters of Science degree in manufacturing or mechanical engineering or other engineering discipline from an accredited university or college or equivalent experience. 

  • Field experience servicing and repairing power generation, construction, agricultural, or automotive equipment. 

  • Proper certifications, including but not limited to NFPA-70E. 

  • Lean Six Sigma Training – Green belt certification or higher 

Work authorization/security clearance requirements:

 Authorized to work in the United States. 

Other duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job.   Duties, responsibilities, and activities may change at any time with or without notice.

DANNAR is an equal-opportunity employer. Qualified applicants will be considered regardless of age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.