Field Support Engineer

Location: United States - Minneapolis, MN Pay: $85,200 - 127,600 With more than $1B in revenue, Tennant Company is a globally recognized leader in the cleaning equipment industry. For the past 150 years, we have been passionate about developing and manufacturing innovative and sustainable solutions for our customers. At Tennant Company, we are committed to stewardship and creating a cleaner, safer and healthier world. With manufacturing, operations and sales, service, and support functions across the globe, your journey at Tennant can take you places you never expected. Position Overview We are seeking an experienced Field Support Engineer to join the Tennant Company (TNC) Robotics Field and Factory Support, (FFS), Engineering organization. This role provides Engineering technical support to the Technical Assistance Center, Technical Publications, Learning Development, Customer Success, Automation Success Deployment, Tennant Service teams, and Sales organizations. The primary deliverable for this role is an increasingly improved set of organizational assets to improve customer uptime metrics through setting up the above stakeholder customer facing teams for success. These could include improvements in technical publications thoroughness, addition of new content formats such as video supplements to fortify service manuals, coordination with training events for lead technicians, AI diagnostic tool development and deployment refinements, and interfacing with product health monitoring. The role will be responsible for products in the production, and aftermarket support phases of their lifecycle as well as influencing new product development to ensure that diagnostic efficiency and aftermarket support are excellent at first launch and do not suffer a knowledge based lag in customer experience. There will also occasionally be opportunity for execution of design improvement projects. The FFS Field Support Engineer also works closely with senior systems engineers, electrical, software, mechanical, and manufacturing teams to transfer learnings from production and field environments into updated product requirements to drive optimizations of future subsystem solutions. Success in this role is measured by technical decision quality, service diagnostic efficiency improvements, reduction in Mean Time To Repair (MTTR), increases in Mean Time Between Failure (MTBF), customer satisfaction, service technician preparedness as evidenced by first diagnosis accuracy and first visit fix metrics, warranty incident rate reduction, and timely design improvement project execution. Key Responsibilities Application & Customer uptime Engineering, Technical Assistance Center (TAC) Support, Cross Functional Collaboration Produce and distribute content to improve diagnostic efficiencies. Training documents, video content, training sessions, etc. Support customer facing support organizations listed above as Tier 3 level of support. Participate in field failure troubleshooting of customer machine population when TAC needs additional engineering assistance. Provide FFS based input into establishing functional requirements and performance targets for subsystems, including controls, power, communications, mechanical cleaning, and safety. Represent engineering as part of crossfunctional teams including Systems, Electrical, Software, Mechanical, Manufacturing, Supply Chain, Quality, Technical Assistance Center, field Service, application and sales organizations, and external vendors. Communicate technical information clearly to peers, manufacturing partners, and leadership, including non technical colleagues. Empathy for and ability to transfer the goals of other organizations into prioritized action items. Execution, & Support Methodology Optimization Ideate, create, and execute creative solutions to improve diagnosis speed and accuracy to reduce Mean Time To Repair (MTTR). Champion AI based diagnostic tools. Participate in the development, maintenance of these tools. Deploy these tools in a planned rollout. Champion communication tools to apply information into the field supporting organizations and personnel. Participate in the development, maintenance of these tools. Deploy these tools in a planned rollout. Identify and execute optimizations of systems and subsystems to improve robustness, serviceability, and uptime, yielding increasing Mean Time Between Failures (MTBF). Actively participate in product and fleet health reviews, providing technical input, and identifying areas of improvement. Propose requirement set refinement for future New Product Development with design robustness feedback. Create project charters for design improvements identified through fleet data analysis. Support Tennant Service in meeting Service Agreement deliverables. Actively participate in technical education of other Tennant teams to improve business efficiency through reduction of knowledge gaps. Verification, Analysis, & Testing Support development and execution of verification and validation activities to determine and turn on and off root causes to product issues via design of experiments. Document statistical analysis of data to inform requirements validity. Participate in design risk assessments using tools such as DFMEA and HARA. Support product lifecycle by bridging engineering, manufacturing, and service, ensuring designs are practical to assemble, service, and provide business and customer uptime experience objectives. Own structured problem solving and root cause analysis activities. Help identify and resolve field presented systemlevel integration issues and commuincation of those methods for field replication. Education & Experience Required Bachelor of Science in Mechanical Engineering, Electrical Engineering, Systems Engineering, Computer Engineering, Mechatronics, or a closely related field. Minimum 3-5 years of experience in engineering, application engineering of complex systems, mechatronics, automation or controlsfocused roles. Handson experience with electro mechanical system integration, testing, or deployment of complex products. Experience working on crossfunctional engineering and business teams. Experience with troubleshooting field failures, complex root cause determination, solution development, verification, and technical documentation. Experience with development of resources for education of technical content, especially for servicing machinery. Experience with field call center support or technical training of others. Familiarity with task management and defect tracking tools such as Jira. English language fluency Preferred Experience supporting robotics, autonomous systems, or advanced electromechanical products. Familiarity with batteries, chargers, power electronics, motors, actuators, or control systems. Experience with remote diagnostic support Exposure to production support, manufacturing rampup, or endofline testing. Working knowledge of statistical analysis tools such as Monte Carlo simulations, Weibull, etc. Key Attributes for Success Strong foundation in electrical, mechanical, and systems engineering with eagerness to grow. Comfortable working in ambiguity and learning complex systems. Handson, executionoriented engineer who follows through. Effective collaborator across disciplines and functions, often with non technical colleagues. Curious mindset with interest in robotics and advanced technologies. Total Compensation = Pay range + Benefits Posted salary ranges are made in good faith. Tennant Co. reserves the right to adjust ranges depending on the experience/qualifications of the selected candidate as well as internal and external equity. The salary range reflects both entry into the role and future growth. Total Compensation = Base Salary + Benefits Benefits = A comprehensive benefits package including multiple medical plan options, 401(k) with a 100% match up to 6%, paid vacation time, 8 paid company holidays and 3 personal holidays dental and vision coverage, wellness rewards, robust family support programs, companypaid disability and life insurance, and a full Employee Assistance Program. Defining Our Employee Value Proposition At Tennant Company, we... Discover fulfilling work with opportunities for growth and meaningful recognition. Drive the quality and innovation our customers rely on in our products and services. Connect with people who care about each other, our brandsand our communities. These are the principles that define how our employees experience Tennant Company, make Tennant a great place to grow your career, and are at the core of our legacy and future. Together, they serve as guideposts for working with our customers, our partners and one another. Begin your journey with us. Let's reinvent how the world cleans. Equal Opportunity Employer Tennant Company is an equal opportunity employer. Employment decisions are made on the basis of individual skill, ability, reliability, productivity, and other factors important to performance. We do not discriminate on the basis of race, color, creed, religion, sex, national origin, physical or mental disability, age, veteran status, pregnancy, sexual orientation, genetic information, gender identity, or any other basis protected by state or federal law or local ordinance. #J-18808-Ljbffr