Product Support Mechanical Engineer

Date Posted:

2022-04-22-07:00

Country:

United States of America

Location:

CANTR: Refrigeration-Syracuse, NY 6304 Thompson Rd, Syracuse, NY, 13221 USA

Position Summary 

The Product Service Engineering group is the interface between the Customers, Sales Teams, Field Service Managers, and the Container Products group within Carrier Transicold. The main objectives of the department, in alignment with the field Service teams, are to pursue 100% customer satisfaction (both internally and externally).

The tools to achieve this objective consist of:

Liaison between customer, field teams, and the internal Engineering, Marketing, and Sales Account Teams.

Re-active and Proactive supply of technical information (24/7).

Assist Field, Quality, and Engineering in resolving product problems.

Develop, execute, and manage field actions for product upgrades and enhancements in the field.

Represent the service teams on new product development teams.  

Coordination and evaluation of following the fleet and field trial programs.

Support teams' efforts in maintaining and Achieving quality initiatives

Job Responsibilities 

Serve as a technical resource for information either collected from or provided to the field.

Actively work to find solutions to challenging issues that support business directives and satisfy customer's needs

Attend and support assigned Afterhours QRBs in support of unit and component development.

Develop documents and publish technical information for the field.

Run and analyze component and unit warranty queries.

Analyze and interpret unit performance data downloads as required.

Assume field leadership responsibility as primary technical support for an assigned product line and associated projects.

Strong communications and situational leadership skills to facilitate/influence decisions

Willingness to work within the lab, or travel to a customer’s location for hands-on troubleshooting of equipment or the installation of kits for field trials. 

The position will support a 24/7 Technical Support Line on a rotational basis

Education and Qualifications

Bachelor's Degree in Electrical/Mechanical Engineering or Sciences.

Strong verbal and written communication and presentation skills, including the creation of technical bulletins and service instructions

Good computer literacy particularly in MS Excel, Word, and PowerPoint.

Hands-on problem-solving skills

Prior involvement in container refrigeration operations and customer service is preferred.

Fluency in Spanish is a plus.

Travel Requirements 

10%

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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This position may not be performed remotely in Westchester County, Ithaca or New York City at this time

COVID-19 vaccines will be required for all newly hired Carrier U.S. Salaried employees.