Field Technical Support Engineer

VinFast US; North Carolina; On-site; USD 85,000 - 110,000; Full time

Job summary

VinFast US is seeking Field Technical Support Engineers to provide on-site vehicle system support for VinFast service centers along the East Coast. FTSEs diagnose and direct repairs that technicians cannot resolve and contribute to service readiness and training on upcoming software releases.

Key activities include diagnosing requests, collaborating with center managers, and conducting on-site training. Travel is typical (30-70% on the East Coast).

Qualifications

• Technical automotive background as a high-level Service Technician is required.
• Strong written and verbal communication skills.
• Experience with Electric Vehicles is a plus.
• Analytical ability to understand and impact KPIs.
• Problem-solving to fix problems and understand root causes.
• Ability to lead by example and innovate processes and efficiencies.
• Ability to motivate a team and engage others to succeed.
• Agile, fast-paced environment experience.

Responsibilities

• Handles 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 on software releases, new features, or debug capabilities.
• Take ownership of Service Technician's concerns and resolve issues.
• For dispatched cases, address technicians' problem-resolution needs by phone or at the service center.
• Report on the service center's Quality of Service relative to readiness.
• Proficient with OBD-based diagnostic tools and CAN analysis.
• Travel as needed (typical travel: 30-70% covering the East Coast).

Skills

Powertrain knowledge

High voltage EV systems

ADAS systems

Communication skills

Analytical thinking

Problem solving

Leadership

Agile environment

Digital literacy

Tools

OBD tools

Vector CANoe

VFlash

JIRA

Fleet management software

MS Office

Job description

VinFast Field Technical Support Engineers (FTSEs) provide on-site professional vehicle systems support to VinFast's service center technicians and technical trainers across the East Coast. FTSEs have broad responsibilities, including vehicle diagnostic and repair support, serving as 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 cannot resolve or that are trending toward quality issues. FTSEs will also provide VinFast Service Center service readiness feedback and early training on emerging technical support issues.

RESPONSIBILITIES & KEY ACTIVITIES:

• Handles 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 technicians' problem-resolution needs by phone or at the service center.
• Report on the service center's "Quality of Service" relative to overall service readiness
• Proficient with OBD-based diagnostic tools and possess the knowledge to resolve vehicle system issues based on DTCs reported
• Travel as needed (typical travel: [30-70% covering the East Coast]

MINIMUM REQUIREMENTS:

• Technical automotive background as a high-level Service Technician required
• Strong written and verbal communication skills
• Experience of 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

VinFast is an Equal Opportunity Employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor. We make all employment decisions based on qualifications, merit, and business need.