Product Service Engineer

Mining Technology Support Specialist

Payrate: $57.00 - $58.00/hr. Summary: In this role, you will provide support services which include investigating, troubleshooting, and diagnosing application and technical problems, followed by restoring service through corrective actions and permanent resolutions. This includes software and on-board hardware support for a worldwide group of Mining Technology customers and dealers. Responsibilities:

• Identify and resolve Mining Technology (MineStar) hardware and software issues for dealers and customers.
• Implement and utilize 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 and complete NPI product support deliverables.
• Provide 24 x 7 x 365 Incident Management.
• Coordinate and complete Field Follow objectives as part of NPI programs.
• Provide hands-on product expertise to complete problem analysis and provide Incident Case Analysis (ICA).
• Work on Incident Cases to meet posted Support Level Agreement metrics and escalate top priority issues to team lead.
• Process CPI / CER tickets to responsible parties and report issues within the CPI process for resolution.
• 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.
• Act as the liaison between implementation teams, product development teams, and other support team members.

• 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.
• Implementation Team: frequent discussions regarding site-specific customer information and ensuring smooth transitions of new sites to the Product Support Team.
• Engineering: frequent discussions regarding customer problems and ensuring problem diagnosis and resolution.
• Customers and Dealers: communicate regularly regarding status and resolution of issues.

Qualifications:

• 5-7 years of relevant experience required.

Desired Skills:

• Availability and willingness to travel domestically and/or internationally on assignment at dealer locations and mine sites.
• Ability to work in open pit and underground mine site environments, including completing and passing regulatory safety training.
• Flexibility to work during normal day shift hours and handle some off-shift and weekend responsibilities.

Pay Transparency: The typical base pay for this role across the U.S. is: $57.00 - $58.00 /hour. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law.

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