Field Technical Support Engineer

About the role

VinFast Field Technical Support Engineers (FTSEs) provide on-site professional vehicle systems technical support to VinFast's service center technicians and technical trainers. FTSEs have broad responsibilities including vehicle diagnostic and repair support, providing an avenue for escalated cases, product problem resolution, and territory management support for VinFast. The primary FTSE objective is to diagnose and direct repairs on customer vehicles that Service Center Technicians are unable to resolve or are trending towards quality problems. FTSEs will also provide VinFast Service Center service readiness feedback and early training on emerging technical support issues.

Responsibilities

• Handle diagnosis requests in a structured and timely manner
• Maintain a close working relationship with Service center managers and technicians in the region
• Knowledge of Powertrain, Modern High Voltage EV power systems, or ADAS systems
• Conduct ad-hoc in-Service Center product training sessions, which can include technical information on upcoming System software releases, new feature implementations, or debug capabilities
• Take ownership of Service Technician's concerns and use effective problem resolution skills
• For officially dispatched cases, address service center technician problem resolution needs via phone or at the service center location
• Report on service center's "Quality of Service" relative to overall service readiness
• Proficient with OBD-based diagnostics tools and possess the knowledge to resolve vehicle system issues based on DTCs reported
• Travel as needed (typical travel: 30-70%)

Requirements

• Technical automotive background as a high-level Service Technician required
• Strong written and verbal communication skills
• Experience working with Electric Vehicles a plus
• Analytical ability to understand and impact key performance indicators
• Problem-solving initiative to fix problems when they arise, but also understand why and how they happened
• Proven ability to lead by example and be innovative with processes and efficiencies
• Ability to motivate a team, to engage and facilitate others to achieve and succeed
• Performs well in an agile, fast-paced environment where things can change very quickly
• Perform and lead well under pressure
• Digitally savvy – ability to adopt and adapt quickly to new technology and systems
• Computer proficiency in MS Office
• Proficient in vehicle CAN analysis and flashing tools such as Vector Canoe and VFlash a plus
• Capable of using issue tracking tools such as JIRA and fleet management software to identify vehicle system software versions or update success a plus
• Valid Driving License

About the Organization

Welcome to the Future of Mobility. VinFast is a driving force in the global smart electric vehicle revolution. Established in 2017, VinFast owns a state-of-the-art automotive manufacturing complex with globally leading scalability in Vietnam. VinFast currently sells three vehicles in its home country of Vietnam and will launch five new all-electric vehicles for sale in North America, Europe, and the Asia-Pacific region. We are the first global automotive company to commit to shifting to solely producing only Electric Vehicles by the end of 2022. We have an ambitious growth strategy with Direct to Consumer, retail, and aftersales facilities being introduced this year. Strongly committed to the mission for a sustainable future for everyone, VinFast constantly innovates to bring high-quality products, advanced smart services, seamless customer experiences, and pricing strategy for all to inspire global customers to jointly create a future of smart mobility and a sustainable planet. VinFast is also committed to diversity and inclusion, with women serving in the top roles of Global CEO and US CEO.