Position Outputs
• Support all regions and countries including South Africa, Lesotho, Eswatini, Zimbabwe, Mozambique, Zambia, Botswana, Namibia, Malawi, and Angola. • Perform TES Customer opportunity development. • Solicit support as required; including but not limited to VisionLink and MineStar. • Collaborate in driving TES onboard Excellence. • Configure and calibrate the advanced TES on-board and off-board systems. • Troubleshoot advanced on-board and off-board TES issues. • Identify and resolve system problems with the customer and network communication teams.
• Log TSC tickets for support calls • Assist and mentor level 1 and 2 techs and liaise with TSCs and Cat support. • Assist TC in collecting information for advanced support. • Execute hardware and software product updates. • Liaise with product specialist and/or application specialist as needed to ensure onboard and office space systems are configured properly. • Resolve technology issues. • Manage and report on TSC (Technology Solution Centre) performance and DSN. • Compile informative technology issue reports and address to management. • Assist service and support operations, ensuring technology service is performed at Cat standard speed and quality.
• Resolve technology issues according to Service Letter guidelines. • Ensure effective self-management and performance ownership. • Advise on warrantable technology issues. • Percentage of personal training completed
Qualification, Experience and Competencies
• >5 years cross discipline experience • Experience in earthmoving environment • Extensive background in electronic and IT systems troubleshooting, datalinks, networking, GNSS, and databases. • Thorough understanding of Cat electronic service tools and systems including ET, SIMSi, DSN, CPI, TSC, etc. · Know how to obtain information using SIS, Dealer Connect, Service Mags, Service letters, IRMs, etc• Trained on service of advanced TES products.
