Senior Engineer

Job Purpose

The Technical Field Coordinator for the ATC serves as the lead technical guide for field engineers, ensuring the resolution of escalated issues and maintaining strict adherence to Turnaround Time (TAT) norms. The role oversees field diagnostics, coordinates complex battery repair activities, and ensures that field teams are guided toward "perfect closures" with zero repeat complaints.

Key Responsibilities

A. Technical Coordination & Diagnostics

• Complex Fault Management: Act as the final point of escalation for critical field failures, providing expert guidance for complex troubleshooting.
• Field Support Coordination: Coordinate and ensure the implementation of Interim Corrective Actions (ICA) and Permanent Corrective Actions (PCA) in the field, while monitoring and reporting any deviations.
• KPI Management: Evaluate field engineer performance to improve utilization, efficiency, and overall service quality.

B. Battery Operations & Quality Assurance

• Field Repair Execution: Oversee field refurbishment activities and manage the healthy rotation of "field floats" (spare units). Maintain and audit all related technical reports.
• Quality Audits: Perform on-site audits of dealership battery repair areas to ensure 100% compliance with ISO standards, 5S maintenance, and high-voltage safety isolation protocols.

C. Stakeholder Liaison & Documentation

• OEM & Dealer Interface: Serve as the primary technical point of contact for Dealer Principals and OEM technical heads regarding Technical Assistance Reports (TAR).
• Contractual Compliance: Ensure all field activities align with the legal and liability clauses established in the Master Service Agreement (MSA) between Electra EV and its partners.
• Technical Reporting: Maintain precise MIS reports covering First-Time Fix Rates (FTFR), Mean Time to Repair (MTTR), and recurring failure modes for the R&D and Manufacturing teams.

D. Training & Skill Development

• Technical Relay Training: Conduct technical training sessions for dealership technicians on powertrain updates, software flashes, and high-voltage safety.
• Skill Matrix Management: Monitor and update the skill levels of field technicians to ensure technical readiness for new product launches.

Required Skills

• Expertise in CAN bus diagnostics, ECU/VCU re-flashing, and BMS log analysis.
• Familiarity with Quality tools: APQP, FMEA, and Root Cause Analysis (RCA).
• Hands-on experience with high-voltage safety equipment and specialized diagnostic software.
• Good Customer handling skills. Experience in working under pressure.

Key Performance Indicators (KPIs)

• First-Time Fix Rate (FTFR): Targeted reduction in repeat complaints for all field-reported faults.
• Diagnostic Turnaround Time: Closure of TAR/Field Service requests within the agreed 48-hour window.
• Regulatory & Process Compliance: 100% adherence to Field Service Agreements and safety protocols.