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About the role
Key responsibilities & impact- Serve as a technical field resource to internal ZF teams, OEMs, dealers, distributors, and fleet customers and address call center escalations as a Level 2 technical support resource.
- Review the biweekly unit-down list with the call center to proactively identify and resolve field issues and escalate unresolved product concerns to engineering with clearly documented data and root cause observations.
- Develop and maintain diagnostic tools and strategies (e.g., parameter decoders, measurement tools) to support efficient issue resolution.
- Maintain and leverage working relationships with OE field reps to collaboratively support shared customers.
- Deliver web-based and in-person technical training to distributors, fleets, dealer technicians, and internal teams and support the development of new training materials in partnership with the training team.
- Conduct internal technical training sessions for cross-functional departments to enhance product knowledge and promote a knowledge-sharing culture through hands-on demonstrations, SOPs, and technical bulletins.
- Visit dealerships and service partners in your region to maintain relationships and promote ZF support—travel permitting.
- Assist sales and marketing with product positioning by providing technical insights and customer education and identify and support new retrofit opportunities through site visits, technical feasibility analysis, and solution guidance.
- Collaborate with internal and external quality teams to investigate field concerns, develop repair strategies, and participate in campaign/recall activities including documentation and instruction review.
- Participate in IAM policy development and process support for service-level claims.
Requirements
What you’ll need- Bachelor’s Degree in Mechanical Engineering, Automotive Technology, or a related field or Associate’s Degree with equivalent years of experience
- 3-5 years of technical experience in field service or product support, preferably in commercial vehicles or heavy-duty systems
- Experience delivering technical training and developing training materials
- Strong troubleshooting and diagnostic skills with driveline, axle, or transmission systems
- Comfortable communicating across departments and with customers at all levels
- Proficient in MS Office; experience with CRM, LMS, and diagnostic software tools preferred
- ASE Certification is a plus.
Benefits
Comp & perks- Paid Vacation
- 401k Plan
- Paid Holidays
- Annual Incentive Plan
- A strong diversity culture
- Supportive Employee Groups and community outreach activities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingdiagnostic skillsparameter decodersmeasurement toolstechnical trainingproduct supportfield serviceheavy-duty systemsdriveline systemstransmission systems
Soft Skills
communicationcollaborationrelationship managementknowledge sharingproblem-solvingcustomer educationtraining developmentcross-functional teamworktechnical insightsescalation management
Certifications
Bachelor’s Degree in Mechanical EngineeringBachelor’s Degree in Automotive TechnologyAssociate’s DegreeASE Certification