Peter Ferry
North Tustin,CA
Summary
Automotive Engineering and EV Charging Infrastructure Technician with extensive DCFC Charger experience. Effectively managing Technical Teams and Technicians to deliver top JD Powers IQS scores and favorable Marketing Impressions during periods of Immense Sales Growth.
Overview
19
19
years of professional experience
Work History
Technical Support Analyst – Tier 2 Support
EV Connect, Incorporated
01.2024 - Current
- Collaborate with NOC, Call Center, Field Service and Hardware Vendors supplying EV Charge Stations to troubleshoot and resolve issues in and return stations to active service in shortest possible timeframe to meet SLA’s
- Quickly analyze available data for station uptime, connectivity and charge rate auditing to determine best course of action to restore site performance trough power cycling, firmware or settings update or 3rd party service request
- Clear and concise updates to open tickets to provide feedback to the customer showing site recovery completion or next steps required for updating software and firmware or ETA for any needed service visits by hardware vendor
- Support field service technicians while on-site with step-by-step instructions for completion of any required Scope of Work or Service Bulletin, enlisting the support of vendor engineers in video conference calls when necessary
- Visit customer sites and perform charging to replicate concerns, capturing data logs and wire shark data for review with vendor engineers and following up with a comprehensive ppt report on next steps needed for site recovery
Senior Diagnostic Specialist – Service
Rivian Automotive, LLC.
01.2022 - 01.2023
- Analyze vehicle failures across all platforms (R1T Truck, R1S SUV and EDV Delivery Van) in real time to develop a comprehensive repair plan with parts and labor operations needed days in advance of vehicle arrival in Service
- Pull vehicle data logs from cloud, reformat in Canalyzer to view sensor waveforms of multiple vehicle systems
- Access vehicle back end, confirm status of cellular and GPS connectivity and well as current firmware on modules
- Initiate updates to firmware on specific modules when necessary to repair vehicle concern without a service visit
- Interact with multiple Service team members remotely and on site to ensure procedures in Service Plan are completed properly and pivot as necessary when local connection is made and visual inspection is possible
- Handle escalations from multiple repair attempts and deeper dive into diagnosing major powertrain or HV Battery failures requiring a collaboration from multiple teams in Engineering
Quality Assurance Engineer, DC Fast Chargers – Product Quality Department
Broad Band Tel Com Power, Inc.
01.2020 - 01.2022
- Analyze failures of DC Fast Charger equipment during end of line testing to determine root cause and feed back to engineering and suppliers with Corrective Action and 8D Reports
- Ensure all DC technicians are complying with proper test protocols for calibration and burn in to meet compliance and keep infant mortality after commissioning to minimum acceptable targets
- Monitor performance of customer’s network in the field and supply timely data on errors in operation and impacts from newly released vehicles and firmware
- Weekly quality report prepared in Powerpoint format and presented to CTO, CEO, GM and related management
- Quality Meetings with suppliers and return of warranty parts for quality improvement and cost recovery
- Weekly Quality Meetings with Production Team in Philippines to discuss issues for improvement and ECN’s
- Training of internal technical support team and third-party technicians on new and emerging concern which may be at a high incidence rate for comeback repair, related to campaigns or involving highly technical diagnostics
Techline Supervisor – Product Support Department
Mitsubishi Motors North America, Inc.
01.2016 - 01.2019
- Managed a staff of four technical specialists and all operational department requirements: scheduling, training, goal tracking, budget and performance reviews
- Attained an average of 92% of calls answered with volume of 2200-2400 calls per month
- Performed remote training for up to 60 regional staff per year during launch of new service programs
- Assisted 50+ district parts & service mgrs with direct customer contacts and vehicle investigations at their dealers
- Responsible for critical customer satisfaction cases including potential lemon law repurchases and ~30 escalated cases by technical specialists, product support engineers, or district parts & service mgrs each month
- Tracked 100% of Techline data on detailed spreadsheet during the 90 day new model launch period and presented critical concern data during conference calls with assembly plant engineers
- Presented critical Techline concerns to dealers during monthly Technical Information Exchange conference
Senior Service Engineer – Product Quality Department
Kia Motors America, Inc.
01.2006 - 01.2016
- Managed 18 National Press Intro and Long Lead planning/preparation for all new model launches since 2009
- Ensured large media fleets up to 40+ vehicles had latest software and chassis tuning for critical release to high profile journalists from Motor Trend, Car & Driver, USA Today and others
- Delivered pre-production testing feedback to Overseas Quality engineering teams on issues allowing for countermeasure solutions before new model launch to improve JD Power scores, PR impressions and sales
- Engineer on several key models with top IQS score results including Sportage, Sorento and Optima
- Supported customers and ~700+ U.S
- Dealers with continuous product improvement through failure analysis, technical reporting, technical service bulletins, service actions and recalls
- Managed bi-weekly conference calls with dealers to disseminate latest product quality trends and gather emerging data from current model year vehicles
- Responsible for engine and transmission remanufacturing program support and concern resolution
Education
A.A. - Business Management
Irvine Valley College
Irvine, CASkills
- Diagnosing vehicle using cloud data
- Canalyzer platform
- Comprehensive repair planning
- IQS tracking
- Warranty trend analysis
- Quality improvements
- Analytical reporting
- FMEA
- OBD-II scan tool
- Data Logger
- Vehicle investigations
- Detailed report analysis
- Root cause analysis
- Insurance subrogation claims
- Software validation
- Scan-tool software updates
- Field CM
- ONPs
- OBD-II DTC concerns
- Vehicle audit
- Quality level targets
- Oscilloscope proficiency
- Waveform analysis
- Electrical data analysis
Timeline
Technical Support Analyst – Tier 2 Support
EV Connect, Incorporated
01.2024 - Current
Senior Diagnostic Specialist – Service
Rivian Automotive, LLC.
01.2022 - 01.2023
Quality Assurance Engineer, DC Fast Chargers – Product Quality Department
Broad Band Tel Com Power, Inc.
01.2020 - 01.2022
Techline Supervisor – Product Support Department
Mitsubishi Motors North America, Inc.
01.2016 - 01.2019
Senior Service Engineer – Product Quality Department
Kia Motors America, Inc.
01.2006 - 01.2016
A.A. - Business Management
Irvine Valley College
Similar Profiles
Manpreet KaurManpreet Kaur
Mentor at Peel Connect IncorporatedMentor at Peel Connect Incorporated
Aysun GÖKTAŞAysun GÖKTAŞ
Marketing Investments Specialist at BSH Ev Aletleri San Ve Tic AŞMarketing Investments Specialist at BSH Ev Aletleri San Ve Tic AŞ
Cameron RiosCameron Rios
Project Manager/Dispatcher at EV NationProject Manager/Dispatcher at EV Nation
Tonia LonigroTonia Lonigro
Co-Founder at The Hat HarnessCo-Founder at The Hat Harness
Matthew MarchiorlattiMatthew Marchiorlatti
Youth Coordinator at Mariners churchYouth Coordinator at Mariners church