Fortune Brands - Maumee, OH
posted 3 months ago
The Field Service Engineer at Fortune Brands Innovations plays a crucial role in addressing consumer quality field issues efficiently and cost-effectively. This position involves direct interaction with customers and consumers who report quality issues related to Fortune Brand products. The ideal candidate will possess a strong engineering background, exceptional problem-solving abilities, and excellent customer interaction skills. The Field Service Team is dedicated to resolving these issues promptly, ensuring customer satisfaction and maintaining the integrity of the brand. In this role, the Field Service Engineer will work closely with field sales teams, customers, and consumers to identify and resolve perceived quality issues. This includes developing test plans and coordinating support resources to execute these plans, which are essential for conducting thorough root cause analyses of field-related problems. The engineer will also support investigations stemming from various sources, including field sales and consumer contact center calls, to understand complaints and develop solutions. Additionally, the Field Service Engineer will provide engineering support to the claims team and Fortune Brands attorneys, which may involve joint investigations and offering expert engineering opinions that could be utilized in legal contexts. The role requires managing issues through investigation and field remediation, as well as tracking the performance of new product launches by inspecting returned units for initial customer complaints. The position also entails developing and tracking metrics for field issues, including cause-based reporting, and traveling to customer locations to gather information on failures. The engineer will be responsible for providing short-term corrective actions to ensure operational continuity at customer sites and collaborating with internal resources to devise long-term solutions. Participation in design reviews to provide customer feedback to the design community is also a key responsibility, along with managing product quality improvement projects until they are transitioned to product engineering.