Engenheiro de Suporte Técnico - GPS (Global Product Support)

Dover Fueling Solutions (“DFS”), a Dover company (NYSE: DOV) and comprised of the businesses of ClearView, Fairbanks, ProGauge, Tokheim, Wayne Fueling Systems, and OPW’s Fuel Management Systems, delivers advanced fuel dispensing equipment, electronic systems and payment, automatic tank gauging and wetstock management solutions to customers worldwide. Headquartered in Austin, Texas, DFS has a significant manufacturing presence around the world, including facilities in the USA, the UK, the Netherlands, Sweden, France, India, China, and Brazil.

DETAILED DESCRIPTION:

New Product Readiness:
•    Act as gatekeeper for assessing product readiness. 
•    Create and execute test plans during the field test phase, ensuring New Product Introduction requirements are satisfied before initiating field test.
•    Provide updates and reports as requested on test site performance and field issues, including daily/weekly summary reports. 
•    Gather technical information; create, adjust and manage technical documentation; to know the rules needed to obtain the necessary certifications in the market; act as gatekeeper between Wayne technical force and the authorities when required. 
•    Develop Service Manuals and support creation of replacement parts list.
•    Provide training for Help Desk L1/L2, Sales Force, Distributors and Authorized Service Organization.
•    Report out Beta status.
•    Define spare parts for New Products

Product Specialist:
o    Investigate field issues (including, but not limited to, initiating site visits, providing 3rd level telephone and onsite troubleshooting and repair of systems, documenting issues, developing resolution plans, capturing data, and tracking pattern tracking).
o    Provide remote and onsite technical support of test site, chronic site, and customer lab locations.
o    Serve in an interface role and escalation point to key internal/external customers involved with assigned projects and engineering.
o    Configure and stage equipment for industry tradeshows.
o    Supplement internal QA testing process with user acceptance and field readiness lab validation.
o    Provide project timeline and cost estimates for Beta and field issues activities
o    Develop training curriculum for the dispensers and automation products.
o    Review reported malfunctions and identify / analyze any undesirable trends.
o    Make recommendations on findings.
o    Review effectiveness of maintenance actions in order to identify training needs.
o    Anticipate requirements beyond those that immediately affect the product and assist in implementing actions to satisfy those requirements.
o    Plan, monitor, and evaluate component and product supportability requirements.
o    Review designs for impact on product support elements.

Documentation:
•    Create service and support documentation for training requirements.
•    Create scope of work documentation for service projects.
•    Create draft service memos and communications.
•    Create tech tips for LVL 2 support.

SKILLS:

•    Excellent problem solver and troubleshooting.
•    Superior knowledge of product systems, payment solutions, ATG and service offerings (Desirable).
•    Superior knowledge of product dispensers, hydraulics and vapor recovery(Desirable).
•    Technical Regulation Standards knowledge
•    Effective interpersonal verbal and written communication.
•    Organization, time management, and prioritization.
•    Proficient in MS Office applications including Word, Excel, and PowerPoint.
•    Self-starter/self-motivated, manages own schedule in manner which yields best results.
•    Able to work in a high-paced, dynamic team environment and resourceful.
•    Ability to effectively comprehend, analyze and present technical data.
•    Ability to plan travel efficiently in terms of time and costs.
•    Public speaking/presentation.

QUALIFICATION REQUIREMENTS:

•    A Bachelor’s degree in a technical, engineering or related discipline strongly preferred.
•    The successful candidate will have a minimum five (5) years of field-based technical support experience, preferably in a related industry.
•    Up to 40% travel required; must be able to travel with short notice.
•    Must possess a valid passport and be legally able to travel outside of the Brazil.
•    Must possess a valid driver’s license and be legally able to drive.
•    Fluent English and Spanish language skills, both verbal and written.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.