IT Quality/Test Engineer

2 days ago

Mossville, United States Innovative Systems Group Full time

Job Title: IT Quality/Test Engineer 3

Location: Mossville, IL

Start date: 07/16/2024

Contract duration: 24 months

Work environment: Onsite


Summary:

The main function of an Remote Control Service Engineer is to provide technical support to dealers, acting as a liaison between the dealers & engineering. This includes troubleshooting and resolving software, hardware, and site application issues. The RC service engineer will be working on RC & related products in New Product Introduction (development), Continuous Product Improvement, and DSN (Dealer Support).


Job Responsibilities:

• Provide technical support remote and in person to dealers and customers

• Gather input from the field for issue fixes, new features, customer/dealer feedback supply to various engineering teams in Hardware, Software, and Networking

New Product Introduction (NPI) projects.

• Complete NPI product support deliverables including field development and field follow projects as required.

• Complete NPI Product Support deliverables

• Coordinate and complete Field Follow objectives as part of NPI programs.

Customer and Dealer Issue resolution- Implement and utilize support processes to respond, restore, and resolve issues.

• Review equipment configuration, including hardware and software, or computer operating systems.

• Provide hands-on product expertise to complete problem analysis and provide resolutions.

• Escalate top priority issues to team lead.

• Communicate with dealers regarding status, problem troubleshooting, etc.

• Create and report product improvement ideas including functional enhancements and supportability improvements.

• 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.


Education & Experience Required:

- Associates Degree preferred or equivalent experience required.

- 2+ yrs of in field heavy equipment support

- 2+ yrs of on machine technology


Technical Skills

(Required)

- Heavy Equipment Electrical and CAN Troubleshooting

- Knowledge of computer software and operating systems, such as Windows, Ubuntu, Command Line and Terminal

- Microsoft Office Suite (Outlook, Teams, Onedrive, Sharepoint, etc.)


(Desired)

- Network, IT, or A/V support/Troubleshooting


Soft Skills

(Required)

- Communication (will be interacting with Cat customers) so this is critical

- Verbal and written communication skills, problem solving skills, customer service and interpersonal skills.

- Self-Motivated and Ability to work independently and manage one’s time.

- Supporting multiple projects at a time

- Situational Awareness and Ability to adapt to situation at hand

(Desired)

- Mentoring skills necessary to provide support and constructive performance feedback.

- Ability to communicate with those who speak broken English.

- Speak other languages (Spanish, Portuguese, French)

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