Product Service Engineer
Employment Info
JOB DETAILS
Requirements
- Work as an independent as well as a functional member of a team.
- Self-starter who takes initiative to accomplish tasks.
- On-site field experience troubleshooting issues in a high stress and potentially harsh environment.
- Experience in providing first call technical support for enterprise-level applications directly with customers.
- Experience in providing problem management and root cause analysis for complex applications.
- Bachelor’s Degree in Mechanical Engineering, Electrical Engineering, IT, Mechanical Engineering Technology, Electrical Engineering Technology, Mining Engineering, or Mining Engineering Technology.
Responsibilities
- Mining Technology (MineStar) hardware and software issue identification and resolution for dealers and customers.
- Implementation and utilization of standard support processes to respond, restore, and resolve issues.
- Advocate on behalf of the dealer and customer to resolve technical product issues with product development engineering.
- Participate in New Product Introduction (NPI) projects.
- Complete NPI product support deliverables including field development and field follow projects as required.
- Provide 24 x 7 x 365 level 3 product support.
- Complete NPI Product Support deliverables as assigned by Product Service Engineers.
- Coordinate and complete Field Follow objectives as part of NPI programs. Provide hands-on product expertise to complete problem analysis and provide ICA.
- Incident Cases assigned are worked in an order to meet posted Support Level Agreement metrics.
- Escalate top priority issues to team lead.
- Process CPI / CER tickets to responsible parties.
- Communicate with dealers regarding status, problem troubleshooting, etc.
- Report issues within the CPI (product defect) process to assure proper resolution to ongoing issues.
- Create and maintain a support environment that facilitates issue diagnostics and customer connectivity.
- Create and report product improvement ideas including functional enhancements and supportability improvements.
- Product Service Engineers are responsible for resolving a high percentage of application issues, and prompt escalation to advanced engineering specialists when a quick resolution cannot be obtained.
- Act as the liaison between the Caterpillar implementation teams, product development teams, and other support team members ensuring appropriate corrective actions are performed and that industry standard change management and support processes are followed.
- Up to 25% travel domestically and/or internationally on assignment at dealer locations and mine sites.
Desired Qualifications
- Mining industry experience.
- Previous experience with supporting MineStar Solutions products.
- Bachelor’s Degree in Mechanical Engineering, Electrical Engineering, IT, Mechanical Engineering Technology, Electrical Engineering Technology, Mining Engineering, or Mining Engineering Technology (if not already required).
- Product Demonstration experience.
- Cat New Product Introduction (NPI) process experience.
- Advanced Windows Server virtual machine knowledge and experience.
- Experience utilizing Oracle, SQL Server, TCP/IP networking, Microsoft client and server platforms.
- Ability to effectively communicate with technically and non-technically skilled mining customers and dealers to develop partnerships/relationships.
- Process focused with the ability to execute service and incident management processes, and drive process improvements.
- Advanced information technology and application knowledge and support experience.
Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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