Service Engineer

About the role

The Service Engineer role at Harbinger involves diagnosing and resolving complex service issues across multiple product lines. Key responsibilities include reviewing and contributing to technical documentation, participating in project reviews, analyzing warranty data, leading process improvements, providing troubleshooting support, developing technical documentation, collaborating with engineering and manufacturing, leading problem-solving efforts with suppliers, driving continuous improvements to the Labor Time Guide, and supporting the development of training materials.

Responsibilities

• Review and contribute to technical documentation and service manuals; ensure clarity and accuracy of materials managed by the Technical Service group.
• Participate in project reviews, PDP meetings, and other cross-functional reviews to ensure new designs are serviceable.
• Analyze warranty data to identify trends, root causes, and targets for corrective action, linking cases to applicable problem-solving documents.
• Key representative in ECO/ECR process to represent service interests, such as but not limited to, backward and forward compatibility, serviceability, and inventory implications.
• Key participant in RMA related investigations and reporting.
• Lead the development and implementation of solutions and process improvements impacting serviceability, reliability, or customer experience.
• Provide advanced troubleshooting support and field service assistance, including travel to dealer or customer locations as required.
• Develop technical documentation such as troubleshooting guides, diagnostic charts, repair instructions, and product bulletins.
• Collaborate with Engineering and Manufacturing on design revisions, modifications, and field corrective actions.
• Partner with Manufacturing to improve current production processes, tools, and equipment for serviceability and quality.
• Lead proactive problem-solving efforts with suppliers and internal teams to resolve design or performance-related warranty issues.
• Drive continuous improvements to the Labor Time Guide through data analysis and field feedback.
• Support the development of training materials, service tools, and demonstration bucks and displays.
• Perform other related duties and participate in meetings as assigned by management.

Requirements

To succeed in this role, you should possess excellent communication skills, proven project management experience, strong critical-thinking and problem-solving abilities, and the ability to work in a fast-paced, entrepreneurial environment. You should be able to respond confidently to challenging questions, negotiate effectively, and maintain open communication and collaboration.

Qualifications

• Advanced computer proficiency required (MS Office Suite, diagnostic tools, data management systems, etc.).

Skills

• Verbal, written, and active listening communication
• Attention to detail and organizational discipline
• Interpersonal collaboration and relationship-building
• Problem-solving, analytical thinking, and execution

Benefits

• Comprehensive Health, Dental & Vision (HDV) – 100% employee covered
• Early-stage Stock Options
• Robust Retirement Savings (401k, HSA, FSA)
• Generous Paid Time Off (PTO) & Parental Leave
• Annual Vacation Bonus
• Wellness & Fertility Benefits
• Cell Phone Stipend
• Complimentary Meals & Stocked Kitchens

Pay

California Pay Range: $90,000 - $120,000 USD