Engineer, Regional Field Service

Description

JOB DESCRIPTION:

Provides professional technical support to assigned Isuzu dealers throughout the Latin America and Caribbean region to ensure timely diagnosis and repair of vehicle concerns, minimize customer downtime, and enhance dealer service capabilities. Supports dealer technicians and service managers with troubleshooting, failure analysis, and repair recommendations. Manages Technical Information Report (TIR) activities, investigates product quality concerns, identifies field trends, supports corrective actions, and serves as the liaison between dealers and Isuzu Motors Limited (IML). Performs technical assessments and approval of Authorization Requests (ARs) within established guidelines and provides a weekly report of approved ARs to the direct supervisor.

PRINCIPAL DUTIES & RESPOSIBILITIES

1. Product Quality & TIR Management: Reviews and validates dealer-submitted TIRs, investigates product concerns, identifies emerging quality trends, escalates issues to IML Quality and Engineering, tracks corrective actions, prepares management reports, and supports early detection of field quality issues.

2. Warranty Assessment: Reviews and evaluates Authorization Requests (ARs), goodwill requests, and technically related warranty matters. Approves ARs in accordance with established policies, maintains approval records, prepares weekly AR approval reports, and supports warranty investigations and trend analysis.

3. Dealer Technical Support: Provides technical support to dealer technicians and service managers for troubleshooting, failure analysis, and repair of Isuzu commercial vehicles. Ensures adherence to approved repair procedures and coordinates escalation to IML Engineering when required.

4. Field Investigations & Root Cause Analysis: Conducts customer visits during product investigations, verifies repair effectiveness, coordinates collection of parts for IML analysis, supports root-cause investigations, and performs occasional vehicle inspections.

5. Technical Communications: Reviews and validates technical service bulletins, supports development of service communications, and provides field feedback to publication teams.

6. Training Support: Supports development and review of technical training materials using actual field cases and recurring concerns.

7. Cross-Functional Support: Supports Quality, Warranty, Parts, Customer Relations and other departmental initiatives.

8. Performs miscellaneous duties as assigned.

Qualifications

Reports to: Sr. Manager, Aftersales & Training

EDUCATION, EXPERIENCE & TRAINING

• Bachelor's Degree in Mechanical Engineering, Automotive Engineering, or Electrical Engineering required.
• Minimum three (3) years of experience in commercial vehicle diagnostics, dealership service operations, OEM technical support, field service engineering, product quality investigations, warranty technical analysis, or related automotive field. ASE certifications and/or manufacturer technical certifications preferred.

KNOWLEDGE

• Diesel engines, gasoline engines, powertrain systems, vehicle electrical and electronic systems, emissions and aftertreatment systems, air brake systems, hydraulic systems, CAN communication networks, OEM diagnostic software and tools, root-cause analysis methodologies, dealer service operations, and product quality reporting processes. Knowledge of electric vehicle technologies preferred.

SKILLS & ABILITIES

• Advanced diagnostic and troubleshooting skills; strong mechanical and electrical aptitude
• Ability to interpret service manuals, schematics, and engineering documentation
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• Ability to communicate effectively with dealer personnel, customers, and engineering teams
• Strong organizational and project coordination skills
• Proficiency in Microsoft Office applications
• Ability to work independently Fluent in English and Spanish.

PHYSICAL STANDARDS

The employee must be able to access, enter, and retrieve data using a computer. The position includes both office and field activities, including customer visits, technical investigations, vehicle evaluations, and dealer support activities. Frequent lifting of light to average objects may be required, with occasional lifting of heavier items. Occasional exposure to shop environments including heat, cold, grease, vehicle exhaust, noise, dirt, and moving equipment. Travel as required to support distributors, dealers, product investigations, and training activities throughout the Latin America and Caribbean region, including overnight stays.

Estimated travel requirement: 15%–25%.

Exceptional Perks That Go Beyond the Basics
Join a workplace that invests in your well-being—mind, body, and future:

• Comprehensive Health Coverage
  Medical, dental, vision, and fertility benefits to support you through every stage of life
• Fertility & Family-Building Support through WIN Fertility : Includes Adoption & Surrogacy Benefits, WINMaternity, and PowerPause, offering up to $25,000 in lifetime benefits for fertility-related services such as IVF, IUI, and preconception support
• Generous Time Off
  Enjoy a healthy work-life balance with paid vacation, 15 paid holidays annually, sick leave, parental leave, and MTO (Miscellaneous Time Off) for volunteering or a compelling personal need
• Smart Retirement Planning
  Build long-term financial security with a 401(k) plan featuring a company match and an additional Annual Retirement Contribution (ARC)
• Peace of Mind
  Company-paid Basic Life and AD&D Insurance, as well as Travel Insurance, so you're covered wherever life takes you
• Wellness Program
  Access a variety of tools and resources designed to support your physical and mental well-being
• Tuition Reimbursement
  Pursue continued education with financial support for job-related coursework, degree programs, and professional growth
• Exclusive Employee Discounts
  Save on insurance, travel, entertainment, car purchases/rentals, retail purchases, and more

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