Senior Specialist, Product Support

Scout Motors • Columbia, SC

8h • $110,000 - $135,000 • Onsite

About The Position

Here at Scout Motors, we're carrying forward the heritage of one of the most iconic American vehicles in history. A vehicle dating back to 1960. One that forged the path for future generations of rugged SUVs and trucks and will do so once again.
But Scout is more than just a brand, it’s a legacy steeped in a culture of exploration, caretaking, and hard work.
The Scout brand is all about respect. Respect for the past and the future by taking an iconic American brand that hasn’t been around for a while, electrifying it, digitizing it, and loading it with American innovation. Respect for communities by creating a company that stands for its people and its customers. Respect for both work and play, with vehicles that are equally at home at a camp site, a job site, or on a Tuesday commute. And respect for our customers by developing two powertrains that meet their requirements — an all-electric powertrain as well as the Harvester™ range extender powertrain which includes a built-in gas-powered generator with an estimated 500 miles of combined range.
At Scout Motors, we empower our talented, inclusive, and entrepreneurial teams to innovate. What makes a Scout employee? Someone who is a visionary and a leader, who seeks new paths and shares lessons learned. A knowledgeable doer who collaborates across the company to build better. A go-getter with unrivaled passion.
Join us at Scout Motors and be part of shaping the future of transportation. If you're ready to drive change and make history, apply now!

Requirements

• Bachelor’s degree in engineering or a related field.
• Extensive experience in product support or product safety within the automotive industry.
• In-depth understanding of ICE and EV technologies, including diagnostic procedures, repair methodologies, and quality assurance standards. Familiarity with automotive engineering principles.
• Ability to develop and implement simpler and faster diagnostic solutions.
• Strong analytical skills to interpret data, identify trends, and make data-driven decisions.
• Proven ability to identify complex problems, develop innovative solutions, and implement effective strategies to address challenges in product support operations. Strong critical thinking and decision-making skills to navigate ambiguous situations and drive results.
• Ability to work independently and collaboratively as part of a team.
• Minimum of High School Diploma, GED or equivalent required for all roles at Scout Motors, Inc.
• Ability and willingness to travel domestically and internationally as required, approximately 10% of the time.
• Valid driver's license required.
• Passport required

Nice To Haves

• Proficiency in German is a plus.

Responsibilities

• Provide online technical support to our Scout technicians and workshops worldwide to ensure accurate diagnostics and effective repairs of our vehicles.
• Ensure the definitive and correct repair of complex cases through technical visits to our workshops (flying doctor).
• Provide Quality Assurance department with early warnings through constant field monitoring of product failures (failure modes, repair costs, warranty claims, tow-ins, repeated repairs, etc.), enabling them to define corrective measures for continuous product quality improvement and enhanced customer satisfaction.
• Document all identified product quality issues (TPI) and feed this information into the Quality Assurance’s Fault Elimination Process (FAP).
• Document and publish technical bulletins (TPIs) for our workshops, detailing the identified failure repairs.
• Analyze repeated repair cases to identify workshop process deviations and define corrective measures to ensure customer satisfaction.
• Monitor the quality of new vehicles during the 12-week launch period through the VW Group process “Profianlauf.”
• Organize and conduct training seminars (API) for workshop technicians on current technical issues in our vehicles.
• Conduct investigations and root cause analyses of product safety incidents, providing recommendations for resolution and if necessary, turning the case to the product safety committee (APS).
• Coordinate with the Legal and CRM departments to launch recall/service actions, providing detailed repair instructions and ensuring the availability of spare parts and/or software updates.

Benefits

• Competitive insurance including:
• Medical, dental, vision and income protection plans
• 401(k) program with:
• An employer match and immediate vesting
• Generous Paid Time Off including:
• 20 days planned PTO, as accrued
• 40 hours of unplanned PTO and 14 company or floating holidays, annually
• Up to 16 weeks of paid parental leave for biological and adoptive parents of all genders
• Paid leave for circumstances related to bereavement, jury duty, voting time, or military leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level