Associate Field Services Engineer

The Field Service Team is dedicated to resolving consumer quality field issues in a timely fashion at the lowest cost to Fortune Brands. The Associate Field Service Engineer supports direct interactions with customers and consumers who are experiencing quality issues which have been attributed to Fortune Brand Products. The ideal candidate will have a solid engineering background, the ability to creatively solve problems and excellent customer interaction skills.RESPONSIBLIITIES:Work directly with field sales, customers and consumers to resolve perceived Fortune Brand quality issues.Support the development and execution of plans to support root cause analysis of field related issues.Support investigations of field related issues from Outdoors, Security and Water Innovations field sales and consumer contact center calls to understand the complaint and develop root cause of problem.Provide engineering support to the claims team and Fortune Brands attorneys which may include joint investigations and providing expert engineering opinions which may be used in lawsuits.Support issues through investigation and field remediation.Assist in the tracking of New Product Launch field performance including teardown and inspection of initial customer complaint returned units.Assist in the tracking of weekly/monthly metrics for field issues.Travel to customer locations to gather information on field related failures and represent various Fortune Brand companies during these visits.Provide short term corrective actions at the product and system level to get a customer site operational.Partner with internal resources to develop long term corrective actions for field issues.  Internal resources include but are not limited to: design resources, Marketing, Manufacturing and Assembly, and Supplier Quality.Participate in design reviews providing the “voice of the customer” feedback to the design community.