Full Description

Position Summary This role combines precise field quality analysis with accurate technical escalation, ensuring issues are thoroughly documented to enable fast root‑cause identification while providing expert on‑site support for the most critical product issues Acting as the final escalation point, it stabilizes complex cases, restores uptime, and confirms root causes through hands‑on diagnostics. Serves as a key bridge between customers, dealers, and internal functions, ensuring clear communication, accurate prioritization, and effective issue resolution. Drives continuous improvement in product quality, reliability and customer satisfaction by bringing the Customer Voice into the organization and delivering actionable technical feedback. fleets & products to be assigned depending on seniority.

Key Responsibilities

• Critical cases support & resolution
• Provide practical guidance in case of complex high‑priority or unresolved issues, with a diagnostics focus
• Support the introduction of corrective actions in the field, providing & validating fast technical containment solutions
• Deliver advanced diagnostics on complex systems working directly with Engineering for in‑field validation of hypotheses

2. Field Issue Configuration & Cross‑Functional Collaboration

• Guarantee that complex field issues are recorded with complete, high-quality technical data, and root causes are identified through data collected such as diagnostics logs, videos, freeze-frame, telematics data, mileage, duty cycle, and environmental conditions
• Escalate critical issues to Engineering, Field Quality, and Product Support with all necessary evidence
• Ensure Issue Master correctness on a global level for full visibility and consistency

3. Dealer / Customer & Fleet Support

• Visit periodically strategic fleets and customers experiencing repeated or severe issues
• Restore customer confidence with clear communication and expert technical actions with expected timelines
• Understand usage conditions (mission profile, terrain, load, application) to support accurate analysis

4. Dealer / Customer Voice Representation

• Gather technical inputs from customers, fleet managers, drivers and dealer technicians as internal ambassador for uptime & satisfaction
• Translate real world usage conditions (load, terrain, climate, application type, driving pattern) into actionable technical insights
• Communicate the true customer impact; downtime, towing events, safety concerns, warranty escalation directly to Quality Product Behavior and/or Manufacturing Quality Team which will be responsible to address properly internally

5. Launches, Training & Knowledge Transfer

• Support Early Warning for launches of new products in the field on selected fleets
• Provide technical feedback to training teams based on emerging issues
• Coach dealer and customer technicians on updated diagnostics procedures and best practices

Requirements

Educations: mechanical/electrical/management engineering degree

Previous experience: at least 3 years in automotive sector

Languages: fluent English

Nice to have: INCA/MDA and Canalyzer knowledge

Availability to travel: >50% time expected on work trip