Key Outputs
•Expert technical support, investigations and reporting on resolutions of product issues in collaboration with•Service engineering, ensuring product health and delivering end user acceptance at lower cost.•Ensure improved product health for all products in area of responsibility.•Provide support for new product introduction.•Present product issues to management•Compile informative product issue reports and address to Service Engineering, Caterpillar and Management.•Provide expert technical support for Warranty resolution and one-hour training sessions.•Ensure effective self-management and performance ownership.•Ensure resolution of product issues according to Service Letter guidelines
Qualification, Experience and Competencies
•Qualified Artisan. [Mechanic in relevant trade (e.g. Diesel Mechanic / Earthmoving Equipment Mechanic) with minimum 5 years Trade qualification•Experience in Technical report writing•In depth understanding of the warranty process from start to end, including goodwill claims•Applied failure analysis (AFA) and scrap barrel training will be an advantage•Field Service and Technical analyst experience will be an advantage•Machine system operations and component experience•Demonstrated practical and theoretical training skills•Sound interpersonal relationship skills•Computer Literate (MS Office & SIS ET, appropriate SAP proficiency, SIS STW Flashnet)•Trouble shooting, problem solving and failure analysis skills•Applicable product knowledge•Familiar with the use of Service Technician Workbench•Business communication and presentation skills•Planning and prioritizing of jobs
