The Uptime Engineer is responsible for providing problem resolution to complex technical issues including root cause analysis, diagnosis, and repair guidance to our distributors, in addition to supporting our Aftersales business managers.
They also provide warranty claim oversight and develop / deliver product training for the operation, maintenance, and repair of our products.
· Deliver distributor and customer satisfaction through quality and timeliness of support provided.
· Provide technical assistance to distributor/customer network.
· Serve as the technical liaison with parts operation.
· Maintain accurate records and provide special reports as requested.
· Create/ own service bulletins for the products which they’re responsible.
· Field technical problem resolution coordination with Engineering
· Identify repetitive failure patterns, recommend, and manage field product improvements or campaigns for the products assigned.
· Provide warranty oversight for product warranty claims for individual product responsibilities.
· Assist with product technical training when required.
· Interact directly with the VP of Service & Solutions, Warranty Administrator, Field service Product Support Uptime Engineer’s, Sales team and other departments including Engineering, Quality Assurance (Q.A.), Parts, PIC, Purchasing, Boppard Central Service and Manufacturing.
· Maintain relationships/contacts with distributors, vendors, customers, and end users.
· Travel as required.
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