Provide field service support, troubleshooting and diagnostic guidance in a pleasant, professional, courteous and timely manner to adequately resolve dealers’ issues
Conduct onsite repairs and support maintenance activities
Provide technical training to the dealer network and deliver your feedback to further improve technical training material
Write service reports and record details of interactions with partners in our Salesforce CRM system and your weekly report
Communicate and coordinate via various platforms with our mechanics, technicians and engineers to ensure escalated issues are resolved in a timely manner
Proactively communicate with colleagues in the office and in the field to ensure service standards are met and dealer satisfaction is maintained
Conduct remote technical support, troubleshooting and diagnostic support via various web-based platforms
Help improve diagnostic tools and capabilities by providing detailed feedback from the field
Accurately document diagnostic procedures and repair actions for difficult or exceptional fault cases
Identify and document quality issues with a high level of quality awareness
Where necessary, draft, translate and review service bulletins or service instructions
Partner Portal guidance and onsite support with warranty administration processes

Bachelor of Science in Mechanical / Electrical Engineering or Motorcycle Apprenticeship with Advanced Training to Master Technician or any equivalent courses
At least 5 years of relevant experience in fieldwork
Native German, Proficient in English; Other languages are a plus
Certified to work on high-voltage systems is a plus
Proficiency with computer applications, including Microsoft Office and Atlassian platforms
Experienced user of industrial-standard electronic test devices, instruments and tools
In-depth understanding of motorcycles, automobiles or electric vehicles are highly beneficial
Must be able to demonstrate proficiency with a computer including handling diagnostic tools and configuring systems with new software.

Field Service Engineer

Key skills