Service Engineer

The Off-Highway Rapid Response Service Engineer delivers advanced technical support to Allison distributors, dealers, OEMs, and fleets, with a strong emphasis on expert troubleshooting and issue resolution. This support is principally provided to the North America channel but the role maintains global responsibility. This role is responsible for developing service bulletins, diagnostic procedures, and other technical publications that enhance technician efficiency, reduce equipment downtime, and help manage warranty costs.

The Service Engineer also serves as a product expert across the organization, providing technical guidance to Sales, Customer Support, Quality, and other teams to support both customer retention and new business opportunities.

This role includes on-site field service support for major issues, leading root cause investigations, and driving corrective actions. The Service Engineer works closely with the Indianapolis-based Product Engineering team to diagnose failure modes and implement solutions, while representing Aftermarket and Customer Support & Service Engineering in cross-functional product management discussions.

Key Responsibilities:

• Support the Allison Technical Assistance Center by managing escalated North America technical support cases and ensuring prompt, high‑quality resolution

• Collaborate frequently with the training lab, Product Engineering, and other technical resources including prototype hardware, transmissions, and specialized tools

• Perform investigation and analysis on failed transmissions and/or parts

• Develop and lead investigative plan for emerging or major issues in conjunction with the Current Product Improvement Team (CPIT)

• Work directly with North America Off-Highway customers to update best practices in integration, maintenance, and operation that will improve product reliability

• Support global Allison Customer Support, Sales, and Quality organizations, as needed, with on-site troubleshooting, inspection, and data collection

• Frequently collaborate with Aftermarket organization to support parts, tool design, and training

• Prepare and issue technical bulletins that communicate product issues, updates, procedural improvements, and new releases to the service network.

• Create or update service publications to ensure accurate, current technical information

• Develop and deliver specialized training when required

• Provide Service Engineering and Customer Support representation on any required internal cross-functional teams

• Support warranty review as needed

• Work with the North America channel to drive increased preparedness for Off-Highway product support, ultimately leading to increased customer uptime

Key Performance Measures:

• On-time release of new minor publication development / updates

• Timely and effective support in resolving escalated TAC cases, in line with established escalation processes and metrics

• Increased customer satisfaction, resulting in maintenance customer retention and achieving overall Allison goals, as well as Off-Highway specific MDF numbers

Competencies and Behaviors:

• Is widely trusted by others to deliver on the what they commit to in a timely manner

• Is transparent in their interactions and intentions

• Represents the Company’s best interest at all times

• Acts with internal and external customers in mind

• Practices active listening to understand stakeholder needs

• Builds positive relationships within team

• Learns and adapts quickly when facing new problems

• Is seen as a team player and cooperates with others within and outside own functional area and puts personal interests aside to achieve goals

• Participates in matrix teams to achieve work outcomes

Qualifications:

• Bachelor’s degree in Engineering (Mechanical, Mechatronics, Electrical) or a technical field (such as automotive)

  • Or equivalent work experience

• 3+ years’ experience in related field

Experience:

• Strong technical knowledge and hands-on experience with heavy-duty vehicles, automatic transmissions, or similar heavy-duty components/systems preferred

• Proficiency in English language; written and verbal

• Knowledge of failure mode analysis and problem solving techniques

• Strong analytical skills

• Ability to make decisions independently, with appropriate level of guidance

• Strong organizational skills and ability to work with minimal supervision