Product Support Engineer

Overview

Ready to Drive the Future? 

As part of the global Bertrandt Group, our team of innovators tackles cutting-edge projects across ADAS, Autonomous Driving, Electric Mobility, and Manufacturing Support, transforming complex issues into sustainable, connected solutions. 

With the strength of a global network of over 14,500 colleagues in 50+ locations, Bertrandt US combines deep expertise in Electronics, Product Engineering, Physical, and Production & After Sales. Join us in engineering tomorrow’s mobility today. 

General Benefits: 

• Complete and comprehensive benefits package including Med/Dent/Vision 

• Employer paid STD/LTD/Life 

• 401k Retirement program 

• Generous paid vacation/sick/holidays 

• Creativity encouraged in a fun, friendly work environment 

 

EEO Statement: 

Bertrandt US is committed to fostering an inclusive and diverse workplace. We provide equal employment opportunities to all employees and applicants and strictly prohibit discrimination or harassment of any kind. We consider all qualified candidates without regard to race, color, religion, age, sex, national origin, disability, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state, or local laws.

 

Product Support is the primary quality liaison group between the factories and the OEM. The primary role of the Product Support Engineer (PSE) position is to monitor and report vehicle quality concerns to the factories/dealers using warranty, JD Power, and information from the technical helpline/field quality colleagues. Once reported, it is the engineer's responsibility to track topics to final resolution and escalate when topics are out-of-timeline. Additional responsibilities include writing technical bulletins and tracking/managing failed parts from the field.

 

In particular, this role will be supporting the Powertrain/Chassis organizational unit. 

 

Responsibilities

Failure Resolution Process (FAP) – 40% of time• Monitor field warranty data, filter, organize, prioritize, and select technical topics for follow-up• Review top warranty, long term quality, early warning and tow-in concerns to identify problems, investigate customer complaints, workshop findings, repairs performed and research all other potential possibilities surrounding the problem• Report market/product concerns in technical detail with pre-analysis in the FAP process• Monitor the effectiveness of service solutions and factory corrective actions introduced into production and service repairs• Attend factory meetings and topic escalation meetings• Conduct follow-up on claimed parts analysis results so FAP documents are updated appropriately• Update PCC tracking lists timely and accurately• Develop technical and non-technical approach to address dealer issues

 

Technical Support – 25% of the time• Provide technical support to other OWM departments like technical field personnel, technical helpline, parts department, customer service, and Compliance/TREAD• Provide diagnosis and service solution information to the Technician Helpline and draft Technical Bulletins for the Field organization• Resolve unscheduled and unplanned technical issues

 

Tow-in and Data Mining Initiative Support– 25%• Help develop and provide feedback if needed for creation of Data Mining topic groupings• Begin using Data Mining tool when available and provide helpful feedback to improve accuracy of tool• Support internal early warning initiative by investigating new trends in data

 

Claim Parts from the Field - 10%• Perform preliminary analysis on warranty returned parts with the Quality Analysis team; ships sample parts to the appropriate factories and/or suppliers• Ensure claimed parts pertaining to responsible PIDs are available• Maintain and update part submission lists on a regular basis• Check and inspect incoming parts from field claims• Scrap parts and delete from submission list when necessary

Qualifications

Bachelor's degree preferred

 

5 years or more of experience in automotive - in relevant topics

Mechanical background/knowledge

General understanding of automotive/vehicle components, with the ability to see how they would operate together in a system.

Curious mindset

Critical thinking skills

Business acumen

Proficient in PC software applications such as MS Office/365 or Google Workspace (MS Excel is used heavily in this role)