Product Service Engineer

Product Field Validation And Problem Management

Payrate: $38.00 - $40.00/hr. The role is centered around product field validation and product problem management for our Company, a Cloud-based fleet management system for the quarry and mining industry. This position offers the opportunity to work with the world's leading mining companies and evolve into a Subject Matter Expert (SME) in mining technology applications.

Responsibilities

• Monitor overall product performance and coordinate improvements in serviceability, reliability, and maintainability with dealers and customers.
• Coordinate product problem investigation and resolution using the Continuous Product Improvement (CPI) process.
• Collaborate with engineering to develop and implement Interim Corrective Action (ICA) and Permanent Corrective Action (PCA).
• Provide technical support and escalation to engineering through Call Center and Sales Force (TSC) to Tier 1 (dealers), Tier 2 (Call Center), and Tier 3 (service engineering) support.
• Assist in creating, updating, and improving product service publications and release notes.
• Execute field validation plans and/or provide technical assistance on urgent field problems.
• Assist with the development of Company's Technology Training courses content.
• Provide technical assistance to internal teams and divisions, including commercial, training, and implementation teams.

Qualifications

• 2 years of experience.
• Preferably BS in software or computer-related domain.
• Internships are accepted as job experience.
• Comparable background roles: Product Service Consultant.

Skills

• Top 3 Skills: Network (Ethernet, IP, etc.), Cloud Computing (Azure, AWS, etc.), IT Technical Troubleshooting
• Additional Technical Skills: Databases & SQL, Reporting (Power BI, Tableau, etc.), Prior experience in mining or mining technology
• Soft Skills: Customer Focused, Effective Communications, Relationship Management

Pay Transparency: The typical base pay for this role across the U.S. is: $38.00 - $40.00 /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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