Product Service Engineer 2 - (118840-1)
Tucson, AZ
24 months
Job Description
The position supports MineStar for Underground technologies including Command, Fleet, Detect, onboard machine systems, Remote Operator Stations, server infrastructure, communications networks, and mine site technology deployments. Engineers work directly with dealers, mine sites, and product development teams to troubleshoot complex operational issues and validate new software and hardware releases. This is a mining technology systems service engineering position that combines software, networking, machine systems, positioning technologies, and operational support within active underground mining environments.
Position’s Contributions to Work Group:
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 MineStar for Underground solutions, including Command for Underground autonomy and remote-control systems, Fleet for Underground production and operational management systems, and Detect for Underground proximity awareness and safety-related technologies. Job Duties and Responsibilities: Mining Technology product issue identification and resolution for dealers and customers across underground software applications, server environments, onboard hardware, machine interface components, network connectivity, positioning systems, sensors, and site communication infrastructure. 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. Participate in an incident management rotation supporting global customers. 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
Reason/motivation for request:
- ADDITION; Increased adoption of MineStar for Underground technologies, growing field validation activities, and expanded global customer support requirements require additional Product Support engineering capacity
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?
As Product Service Consultant, you will have a significant impact on overall product quality and customer experience for MineStar UG technologies. This role will provide support and service engineering services, including product validation, investigating, troubleshooting, and diagnosing application and technical problems, with an emphasis on technical problem solving, internal and external communication, and customer support.
This role provides direct exposure to autonomous mining, remote operation technologies, underground communications systems, and product development teams responsible for some of the most advanced mining technologies in the industry.
Typical task breakdown:
- Investigate, troubleshoot, and diagnose MineStar for Underground issues across Command for Underground, Fleet for Underground, and Detect for Underground systems.
- Restore service through corrective actions and permanent resolutions.
- Support worldwide dealers and mining customers.
- Analyze logs, system performance, machine connectivity, positioning data, sensors, onboard hardware, server components, underground network interfaces, and software applications.
- Meet Incident Management SLA targets.
- Escalate critical incidents when required.
- Review new support tickets and incident queues.
- Prioritize cases based on severity and business impact.
- Perform root cause analysis.
- Document findings and corrective actions.
- Conduct remote troubleshooting sessions with dealers and mine sites.
- Coordinate emergency support for critical production-impacting issues.
- Serve as primary technical contact for dealers and customers.
- Provide regular status updates on incidents and resolutions.
- Manage customer expectations during troubleshooting and recovery efforts.
- Act as liaison between Product Support and Engineering teams.
- Escalate unresolved product defects and software issues.
- Advocate on behalf of customers and dealers.
- Track corrective actions through CPI/CER processes.
- Support deployment of new MineStar products and capabilities.
- Complete NPI deliverables.
- Participate in field development and field follow activities.
- Identify potential supportability or operational issues before broad release.
- Create product improvement recommendations.
- Maintain troubleshooting documentation.
- Share technical knowledge globally.
- Develop support tools and best practices.
Interaction with team:
- Global
Team Structure
- Member of the global MineStar for Underground Product Support team supporting dealers and customers across North America, South America, Australia, and Asia-Pacific. Works closely with Product Support, NPI, Engineering, Deployment, and Technology Site Consultant teams.
Work environment:
- Standard office, some in field exposure. Underground mining sites – all PPE will be provided when visiting.
Education & Experience Required:
- Years of experience: entry level with RELEVANT INTERNSHIP experience – 4 years; BS Degree in Technology, Engineering, IT, Mining
- Degree requirement: BS Degree; Open for associate degree with 5 years exp
- 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: Technology Support
Top 3 Skills
-Customer focus, problem solving, technical excellence
Additional Technical Skills
- Experience supporting technology in an industrial or production environment.
- Experience supporting complex MineStar for Underground technology environments, including Windows Server, VMware/ESXi virtualization, Linux, SQL Server, Azure, TCP/IP networking, network troubleshooting, video streaming systems, radio communications, industrial computing platforms, Remote Operator Stations (ROS), and autonomous or tele-remote machine control systems.
- Familiar with schematics
- Technical Excellence: Product Support experience. Field experience is a plus, and mining experience will set you apart.
- Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.
Desired:
- Can Speak English and Spanish
Soft Skills
- Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
- Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
- Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
- Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
- Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
- Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions
Desired:
Travel Requirement 0-25%; North & South America
Export Control Requirements No
Ravi Teja
615-219-6196
ravi.teja@harveynash.com
