Product Service Engineer 3

Product Service Engineer 3 - 95224-1
Chillicothe, IL
18 months

Job Description:
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.

Reason/motivation for request:
- Addition

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 will provide opportunities for problem solving, technical communication and building relationships. Learning opportunities will include Lean 6 Sigma processes, new product development structure and processes within a complex team, KPI development for customer feedback, utilizing technology applications for solving customer problems.

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 25%

Interaction with team: 
- Working with an internal global team both independently and with a team.

Team Structure
- Reporting directly to the work director and team lead. 15-20 others on the team.

Work environment: 
- Office environment. When travelling, will be out on job sites and will require steel toes.

Education & Experience Required: 
- Years of experience: 5-7 years of relevant experience
- Degree requirement: BS Mechanical Engineer, or Electrical Engineer with 5-7 years of relevant experience or Associate degree or Equivalent with 8-10 yrs experience system troubleshooting. Will Accept Master’s Degree with 3-5 of relevant experience.
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- 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

Travel Requirement: 0-25% North America, Europe, South America
Export Control Requirements: Yes

Ravi Teja

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