Product Service Engineer 2 (107756-1)
Chillicothe, IL
12 months
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. 3-4 years experience required.
Position’s Contributions to Work Group:
- Coordination of Remote Service work with Client Product Groups. Two main focuses
- (1) Service Tests – Coordination of Service tests, typically done locally on the machine, to be migrated, and have the ability to be run remotely from a dealer office. (Requires coordination with engineering teams, validation teams, Peoria Proving Groups, and Product Groups)
- (2) Product Group Technology adoption. Our group is developing many new technologies to be used by our product groups, and someone needs to coordinate with them of when they will have the appropriate hardware, and software necessary to use it. Along with reporting out to senior leadership on status.
Reason/motivation for request:
- Additional position for all of the work above. Our Department went through a reorganization recently, and found that our team did not have the necessary hours to commit to the two above tasks.
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 for a Service Engineer who wants a more coordination role. There is a need to be technically diverse enough to assist in validating service tests, but the coordination work with the various teams is just as important.
- This role will report out in VP updates on the status of both of the work tasks (Service Tests & Prod Gp Adoption)
- The candidate will have the opportunity to work as needed at the Peoria Proving Grounds, on machines, validating service tests.
- The candidate will potentially have the ability to travel to other Client facilities to coordinate with product groups. I would anticipate no more than 2-3 trips a year.
Typical task breakdown:
- Coordination leadership meetings. Understanding the process flow of how a service test is released, and working with each of the leads from each team to ensure work is being done on time.
- Validating the service tests with help from PPG engineers.
- Coordination meetings for Prod Gp adoption
- Creation of presentation materials to succinctly update leadership on progress
Interaction with team:
- Regular interaction with everyone in the team, however, each of the two primary tasks will fall under the general day to day leadership of one of two NPI Team Leads
Team Structure
- Small 6 person team. Overall reporting to NPI Manager, but taking some day to day direction from two NPI Leads.
Work environment:
- Collaborative, we need people working together regularly to keep everything updated properly. In office, regular working meetings, and general work together.
Education & Experience Required:
- Years of experience: 3-5
- Degree requirement: Bachelors
- Open to 2 year degree with 7+ years of experience
- open to a masters with 1 year of experience
- Do you accept internships as job experience: Yes
- Are there past or additional job titles or roles that would provide comparable background to this role: Anything Service related, mechanical backgrounds considered (like electronics, or mechanical technicians)
Top 3 Skills
- Service Tool Background
- Communication (written, displayed, ie ppt)
- Project Manager style leadership
Additional Technical Skills
(Required)
- None
(Desired)
- Machine service
- Diesel engine service
- Client service tools, such as Client ET
Soft Skills
(Required)
- Verbal & Electronic communication
(Desired)
Project Management style leadership
Disqualifiers/Red Flags/Overqualifications:
- More than 2 previous jobs with less than 1 year tenure at each
Travel Requirement: 0-25% domestic
Export Control Requirements: NO
Ravi Teja
ravi.teja@harveynash.com
