Product Service Engineer 1 - (67000-1)
Peoria, IL, open to Tucson, AZ - Onsite
12 months- No planned end
Job Description
In this role you will provide support services which include investigating, troubleshooting, and diagnosing application and technical problems, followed up with restoration of service through corrective actions and permanent resolutions. This includes software and on-board hardware, for a worldwide group of Mining Technology customers and dealers.
Job Duties and 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 Incident Management. 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 Client 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.
Key Relationships: Product Support Manager and Team Leader: frequent discussions regarding priorities, directions, and assistance. Product Support Team: frequent interaction and discussions with support analysts located in the United States, Australia, India, and Brazil. Assure knowledge transfers between team members. Implementation Team: frequent discussions regarding site-specific customer information. Liaison to ensure “problem free” transitions of new sites to the Product Support Team. Engineering: frequent discussions regarding customer problems. Liaison to ensure problem diagnosis, information on patches/fixes and functionality issues are resolved. Customers and Dealers: communicate on a regular basis status and resolution of issues.
Additional information: Availability and desire to travel domestically and/or internationally on assignment at dealer locations and mine sites – Up to 25% ENVIRONMENTAL CONDITIONS - This position requires open pit and underground mine site support work at times. The selected applicant will be required to complete and pass regulatory open pit and underground mine safety training, and travel to and work for short periods of time in open pit and underground mining environments. Time spent in a mining environment would typically include a single work week with daily work in the mining environment. This job role is primary performed during normal day shift hours, but does include some off-shift and weekend responsibilities. 0-2 years experience required.
Position’s Contributions to Work Group:
- This person will work to troubleshoot issues with the Command for Hauling system by providing support and technical analysis.
- This person will help prioritize issues based on customer impact and feedback
- This person will help identify opportunities to mitigate issues and provide workarounds
- This person will work effectively with customers and dealers and communicate clearly with internal and external teams.
Reason/motivation for request:
- This role is to take on additional support workload from adding in new customers using our product. Specifically additional workload in Canada.
Why Client? “Whether it be ground-breaking products, best in class solutions or a lifelong career, you can build what matters to you at Client. With 150 locations in countries around the world, what you create at Client travels and helps people around the world. You can collaborate with the best minds in the industry, complete meaningful work and continuously grow and develop through our various opportunities. Here, you can do the work that matters.”
Why this Role?
- This role is an excellent opportunity to become involved with autonomy and automation with world class mining technology systems. This role provides the opportunity to work with some of the most innovative and complex technological systems to enable fully autonomous mining trucks to operate around the world.
Typical task breakdown:
- Investigate and troubleshoot issues with MineStar office as reported in from salesforce
Interaction with team:
- Work collaboratively with others on the team to investigate issues and learn
Work environment:
- Work environment is typical office location with work being primarily performed on a laptop computer with a dock. Team environment is very collaborative and we work together to solve customer problems.
Education & Experience Required:
- Associate’s Degree or equivalent required
- 4 year degree beneficial especially if in some kind of IT or technology space.
- 0-2 years Troubleshooting/IT experience
Top 3 Skills
Troubleshooting
Collaboration
Quick Learner
Additional Technical Skills
(Required)
- Familiarity with IT at some level involving troubleshooting.
(Desired)
- Java experience
- Software troubleshooting
Soft Skills
(Required)
- Teamwork / works well with others.
- Clear communication both written and oral.
- Organization and ability to prioritize effectively.
Disqualifiers/Red Flags:
- Candidate looking for hybrid/remote opportunity.
Travel Requirement: 0-25% Potential international - if any, Canada
Export Control Requirements: Yes
Ravi Teja
615-219-6196
ravi.teja@harveynash.com
