Quality Engineer
Location: Peoria, IL
Schedule: Monday–Friday
Pay: $31 – $35 an hr
Position Summary
The Dealer Support Engineer serves as the first point of contact for dealer technical communicators requiring assistance with product problem health management across a broad portfolio of products. This role provides both interim and permanent repair guidance to restore product functionality, manages dealer inquiries from initial triage through closure, and ensures accurate documentation to support future analysis and continuous improvement initiatives.
Key Responsibilities
- Act as the initial point of contact for dealer technical inquiries related to product health events.
- Perform initial triage of product health issues, including receiving, documenting, and recording incident reports.
- Investigate documented event information to identify potential root causes and corrective actions.
- Provide interim and permanent repair solutions to support restoration of product performance and functionality.
- Manage dealer inquiries through to resolution, ensuring timely, accurate, and effective closure.
- Record detailed event data for historical reference and data mining purposes.
- Navigate internal product support systems to retrieve, analyze, and document technical information.
- Apply failure analysis techniques to support accurate diagnosis of product issues.
- Communicate clearly and professionally with dealers and internal stakeholders throughout the support process.
Team & Work Environment
- Office?based role within a collaborative team environment.
- Utilizes structured workflows (e.g., PSCRM) to manage and track cases.
- Works cross?functionally with internal technical and support teams to resolve issues efficiently.
Required Qualifications
- Bachelor’s degree in Engineering or a related technical discipline or equivalent hands?on mechanical or product experience.
- 2–5 years of product support–related experience or equivalent technical background.
- Strong mechanical and product knowledge with hands?on equipment or machine experience.
- Understanding of dealer?based product support networks.
- Demonstrated ability to apply failure analysis concepts in a support or troubleshooting environment.
- Experience navigating internal product support or service systems.
- Strong written and verbal communication skills; fluent in English.
- High sense of urgency and accountability when resolving product health issues.
Top Skills for Success
- Mechanical / product expertise
- Failure analysis and problem solving
- Dealer and stakeholder communication
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