Product Support Engineer, Semi

What To Expect
Tesla is seeking a Product Support Engineer to support the upcoming Semi Truck. This role is at a key connection point for product development and change implementation between our Silicon Valley development team, US-based factories, dedicated Semi Truck Service facilities, and our customers. A strong technical background in diagnosing complex electromechanical systems with heavy software content and deployed in safety-critical applications is required. You will be responsible for contributing directly to the continuous improvement of our products. This engineer must be passionate about the product, a strong critical thinker, and capable of understanding technical system-level architecture and issues.
Service Engineering, part of Vehicle Software Engineering, is responsible for real-time diagnostic support for the service network (the field), development and improvement of diagnostic tools and procedures, and feedback of top field issues to our development teams to improve current and future products.
What You’ll Do

• Respond to customer escalations and issues in real time to support troubleshooting.
• Collaborate tightly with Tesla’s hardware and software teams to ensure efficient and economical implementation and validation of new features, components, and systems.
• Define requirements for on-board diagnostic methodologies and diagnostic alerts, including consideration for third-party shops, and work with the firmware development team to implement.
• Availability for occasional off-hours calls and work.
• Conduct large-scale data analyses to triage issues.
• Perform diagnostics on field failures both remotely - looking at data logged by the vehicle – and directly in the field with onboard diagnostic tools.
• Coordinate with design and development teams to perform further root cause analysis with component owners where necessary.
• Be the subject matter expert liaison between service engineering team and system design, quality, and manufacturing teams by communicating the latest product changes and information to the rest of the team.
• Responsible for supporting Tesla Semi Truck in North America, including vehicle sub-systems such as pneumatics (air brakes, air suspension, etc.), chassis, wheels/tires, towing, low voltage controllers (including harnesses and CAN), charging hardware, electric motors, interiors, and exteriors. (actual focus areas will depend on specific candidate background)
• Work with quality and manufacturing teams to ensure new issues are fully investigated and that countermeasures are in place.
• Some occasional travel to perform onsite root cause analysis and training is necessary.
• Review user experience issues and deficiencies and escalate those to development teams that can be addressed by firmware or hardware improvements and/or revised functional specifications.
• Develop and document troubleshooting and remote diagnosis techniques with service technicians, technical support specialists and regional technical specialists.
• Identify and propose product improvements to HW and SW development teams that will increase reliability, reduce service cost, and improve customer satisfaction.

What You’ll Bring

• High proficiency in MS office programs (Word, Excel, PowerPoint, Project)
• Ability to read and interpret electrical schematics
• Ability to read and interpret mechanical drawings; experience with CAD systems such as CATIA is a plus.
• Excellent oral, written and presentation communication skills
• Experience with electric powertrains for commercial vehicles is a plus (high voltage batteries, electric motors, charging hardware, etc)
• Ability to read or interpret Python and C/C++ a plus
• Experience with data acquisition, analysis, and processing tools, such as SQL, preferred
• Experience testing, validating, diagnosing, and/or designing commercial vehicles, especially air brakes, air suspension, 24V low voltage architecture, body on frame vehicle architecture
• Education experience in Automotive Technology / Electrical Engineering / Mechanical Engineering / Mechatronics or similar, or equivalent experience considered
• Knowledge of commercial vehicle architecture and CAN; familiarity with SAE J1939 a plus
• Experience with full product life cycles from prototype to production to aftermarket
• Minimum 2+ years of experience in automotive industry focused on heavy trucks or commercial vehicles
• Prior experience in Formula SAE or experience working on personal cars is a plus

Benefits
Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:

Aetna PPO and HSA plans > 2 medical plan options with $0 payroll deduction

Family-building, fertility, adoption and surrogacy benefits

Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution

Company Paid (Health Savings Account) HSA Contribution when enrolled in the High Deductible Aetna medical plan with HSA

Healthcare and Dependent Care Flexible Spending Accounts (FSA)

LGBTQ+ care concierge services

401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits

Company paid Basic Life, AD&D, short-term and long-term disability insurance

Employee Assistance Program

Sick and Vacation time (Flex time for salary positions), and Paid Holidays

Back-up childcare and parenting support resources

Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance

Weight Loss and Tobacco Cessation Programs

Tesla Babies program

Commuter benefits

Employee discounts and perks program

Expected Compensation
$72,000 - $264,000/annual salary + cash and stock awards + benefits
Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
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