Field Services Engineer

Job Description

The Field Service Team is dedicated to resolving consumer quality field issues in a timely fashion at the lowest cost to Fortune Brands. The Field Service Engineer supports direct interactions with customers and consumers who are experiencing quality issues which have been attributed to Fortune Brand Products. The ideal candidate will have a solid engineering background, the ability to creatively solve problems and excellent customer interaction skills.

Position Location:

This position is eligible for a hybrid schedule based in one of our main offices located in North Olmsted, OH, Maumee, OH, Oak Creek, WI, or Deerfield, IL.

RESPONSIBLIITIES:

• Work directly with field sales, customers and consumers to resolve perceived Fortune Brand quality issues.
• Develop test plans and direct support resources to execute the test plans to support root cause analysis of field related issues.
• Support investigations of field related issues from Outdoors, Security and Water Innovations field sales and consumer contact center calls to understand the complaint and develop root cause of problem.
• Provide engineering support to the claims team and Fortune Brands attorneys which may include joint investigations and providing expert engineering opinions which may be used in lawsuits.
• Manage issues through investigation and field remediation.
• Develop, implement and track New Product Launch field performance including teardown and inspection of initial customer complaint returned units.
• Develop, implement and track weekly/monthly metrics for field issues including development of cause-based reporting (Design and Executive tracking).
• Travel to customer locations to gather information on field related failures and represent various Fortune Brand companies during these visits.
• Provide short term corrective actions at the product and system level to get a customer site operational.
• Partner with internal resources to develop long term corrective actions for field issues. Internal resources include but are not limited to: design resources, Marketing, Manufacturing and Assembly, and Supplier Quality.
• Participate in design reviews providing the “voice of the customer” feedback to the design community.
• Manage product quality related improvement projects until projects are assigned to product engineering.

Qualifications

BASIC QUALIFICATIONS:

• Bachelor’s Degree in engineering or physics is required
• Minimum of 3 years of engineering experience, preferably in Design, Quality, or Field Service in the building materials industry
• Prior laboratory and testing experience
• Proven root cause analysis and technical problem solving skills
• Excellent written and verbal communication skills for dealing with all levels of associates, customers, and vendors
• Ability and willingness to travel 10-20% of the time

PREFERRED QUALIFICATIONS:

• Master’s Degree is preferred
• Experience with SAP, Oracle and other business software
• Experience with negotiating and settling labor and damage claims