Product Support Engineer
New Today
Location: Auburn Hills, MI (Hybrid work schedule)
Pay: $28-31/hour
Long term contract
Overview
As a Product Support Engineer (PSE), you will serve as the primary quality liaison between manufacturing teams and key stakeholders. Your main responsibility will be to monitor, analyze, and report on vehicle quality concerns using warranty data, customer experience surveys, and feedback from technical helplines and field quality teams. You will play a critical role in ensuring timely identification, communication, and resolution of product quality issues to help improve reliability and customer satisfaction.
Key Responsibilities
Failure Resolution Process (FAP) - 40%
- Monitor and analyze field warranty data to identify, organize, and prioritize technical issues for follow-up.
- Investigate top warranty claims, long-term quality trends, early warning signals, and tow-in reports by exploring customer complaints, workshop reports, repair histories, and root causes.
- Compile and communicate product concerns with detailed technical pre-analysis as part of the FAP process.
- Track the timeliness and effectiveness of service solutions and corrective actions introduced in production and service settings.
- Attend and participate in factory meetings and escalation discussions.
- Follow up on claimed part analyses to ensure FAP documentation is accurate and current.
- Maintain and update tracking lists with accuracy and timeliness.
- Develop technical and customer-oriented approaches to address dealer and service-related issues.
Technical Support - 25%
- Provide expert technical guidance to internal departments such as field personnel, technical helpline, parts, customer service, and compliance.
- Communicate diagnosis and service solutions to the technical support team and assist in drafting technical bulletins.
- Collaborate with cross-functional teams to address and resolve unplanned technical challenges.
Tow-in and Data Mining Initiative Support - 25%
- Assist in developing and refining data mining groupings for early detection of product quality issues.
- Use data mining tools (as available), providing insights and recommendations to improve tool functionality and accuracy.
- Investigate emerging trends in field data to support early warning initiatives.
Claim Parts from the Field - 10%
- Work with the quality analysis team to conduct preliminary assessments of warranty-returned parts; coordinate part shipments to factories and suppliers as needed.
- Ensure claimed parts related to assigned product domains are available and traceable.
- Maintain up-to-date records of part submissions and incoming field claims.
- Oversee the inspection and processing of claimed parts, including proper scrapping and record deletion where necessary.
Qualifications
- 5+ years of relevant experience in the automotive industry.
- Bachelor's degree in engineering or a related field preferred.
- Strong analytical and problem-solving skills.
- Effective communication skills, both written and verbal.
- Ability to work cross-functionally and manage multiple priorities.
- Experience with data analysis, technical writing, and quality assurance processes is a plus.
The Process: To apply for this position, please follow these steps: Apply for this job with your current resume. We'll get back to you the same day with some feedback on your application. Next you'll be invited to an online screening conversation so we can go over the job requirements together and you can ask questions. After this stage we'll give you more feedback on your application and select the candidates to move forward in the process. Typically steps 1 to 4 takes less than 24 hours.
Equal Opportunity Employer (EOE)
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other legally protected status.
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- Location:
- Auburn Hills