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Senior Field Service Engineer - HVAC

Date: Aug 10, 2019

Location: Sacramento, CA, US, 95842

Company: A. O. Smith Corporation

About Us

Water technology is one of the fastest-growing industries in the world. As a leading global water technology company, A. O. Smith Corporation is at the center of the trend. We've doubled our revenue in the last five years, reaching $3B and over 16,000 employees worldwide. We are one of the world’s largest manufacturers of water heating equipment and water purification products.  A. O. Smith is committed to continuous improvement and thrives on a culture of quality, collaboration and employee development.


This position will be servicing our Southwest Region, covering a multi-state territory including AZ, CA, NV, NM, OR, WA, TX, UT and CO.  This role requires 75% travel, and Field Engineers may live anywhere within their service area.  

Primary Function

Regional field service engineers work wih our residential and commercial water heater customers within their given territory to resolve customer issues.  Duties may include:  customer site visits, application evaluations, contracted service provider recruitment, on the job training for contracted service providers, start-up and commissioning of product, field conversions, quality and engineering liaison regarding product issues, manufacturing and product engineering field support, new product development and reliability projects.

  • Direct investigation of customer complaints regarding quality, tolerances, specifications, and delivered condition of products.
  • Maintain customer relationships during the course of customer investigations.
  • Recruit, train and sustain independent service providers for adequate service coverage in the market working closely with National Service Department to develop the service provider network.
  • Travel 80% in order to support and maintain 1 or more sales regions.
  • Communicate with manufacturing, quality assurance, sales and engineering to resolve customer complaint issues.
  • Record, analyze, and inform concerned associates of production quality assurance, and sales departments of status and disposition of customer complaints and claims.
  • Provide technical and service assistance to Company customers via telephone contact.
  • Assist in preparation of Technical Service Bulletins to provide product related information to the field.
  • Mentor and develop new Field Service Engineers.
  • Provide site inspection, start-up and conversion coordinator back up as needed.
Role Specific Responsibilities
  • Actively participate in corrective and preventative action teams across the business.  Serve as a liaison with customers to assure prompt responsive action to any quality issue as necessary.
  • Actively participate in Design Failure mode and effects analysis (DFMEA) and Service FMEA for all new product designs.
  • Actively Participate in stage gate activities for new product, providing support with new product development through Voice of the Customer information, technical and job application / scenario knowledge.
  • Develop, sustain and continuously improve field service engineering processes to assure the quality of service to the customer. 
  • Utilize statistical tools and techniques to analyze product and component field failures and warranty data to report recommendations.
  • Provide VoC data and work with our product engineering department for reliability testing and new product testing.
  • Participate with reliability engineering to identify test sites, assist in monitoring and reporting test data for the projects.
  • Function in lieu of Field Service Manager in manager's absence.
  • Minimum of 7 years experience servicing residential and commercial water heater applications
  • HVAC/Plumbing/Mechanical related experience preferred
  • Trade Certification, such as Certified Quality Engineer, preferred but not required
  • Proficiency with computers and programs, specifically Microsoft Office software, SalesForce, SAP.
  • Proficient customer service experience.
  • Demonstrated experience in Electrical or Mechanical aptitudes, and HVAC systems.   
  • Demonstrated experience in Control Systems (PLCs) and Building Integration Systems preferred.
  • Demonstrated comprehension of electrical systems, low voltage, high voltage, single and three phase systems.
  • Demonstrated comprehension of gas supply systems (Natural / Propane) and regulation.
  • Demonstrated comprehension of #2 fuel oil and delivery systems.
  • Demonstrated comprehension of water supply systems, pressure boosting systems, regulation, piping scenarios, etc.
We Offer

Competitive base salary and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.

Nearest Major Market: Sacramento

Job Segment: Manufacturing Engineer, Engineer, HVAC, Field Engineer, ERP, Engineering, Operations, Technology

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