Hi
Professional,
Greetings,
I
hope you are doing well. We have a new job opportunity with one of our direct
manufacturing clients.
Kindly
review the below-mentioned job description and let me know your thoughts on it.
Here
is the new opportunity:
Product Service Engineer 3
Chillicothe,
IL OR Clayton, NC
18
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. 5-7
years experience required.
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 software and on-board hardware, for a worldwide
group of Construction Industry customers and dealers.
Typical
task breakdown:
-
New Product Introduction (NPI) projects.
-
Complete NPI product support deliverables including field development and field
follow projects as required.
-
Complete NPI Product Support deliverables as assigned by Product Service
Engineers.
-
Coordinate and complete Field Follow objectives as part of NPI programs.
-
Customer and Dealer Issue resolution- Implementation and utilization of
standard support processes to respond, restore, and resolve issues.
-
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.
-
Advocate on behalf of the dealer and customer to resolve technical product
issues with product development engineering.
-
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.
-
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 sites – Up to 50%
Education
& Experience Required:
-
Years of experience: 5-7 years of relevant experience (cellular company from a
technician standpoint preferred)
-
Degree requirement: Mechanical Engineer, or Electrical Engineer with 5-7 years
of relevant experience (cellular company from a technician standpoint
preferred) or 8-10 yrs experience system troubleshooting. Will Accept Master’s
Degree with 3-5 of relevant experience.
-
Do you accept internships as job experience: No
-
Are there past or additional job titles or roles that would provide comparable
background to this role:
Top
3 Skills
-problem
solving, ability to learn quickly, good communication (written and verbal)
skills.
Additional
Technical Skills
(Required)
-
Knowledge of Microsoft Applications
(Desired)
-
Experience with construction equipment technology solutions
-
Experience with jobsite networking infrastructure
-
Experience with automotive or mobile equipment telematics
-
Azure Dev Ops Experience
Soft
Skills
(Required)
Ability
to problem solve
-Excellent
written and verbal communication skills
-Ability
to form strong relationships within our partner organizations.
