Product Service Engineer 3
4 weeks ago
Summary:
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 Mining Technology customers and dealers.
Responsibilities:
Mining Technology (Minstar) 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.
Compensation:
The pay rate range above is the base hourly pay range that Aditi Consulting reasonably expects to pay someone for this position (compensation may vary outside of this range depending on several factors, including but not limited to, a candidate’s qualifications, skills, competencies, competencies, experience, location and end client requirements).
Benefits and Ancillaries:
Medical, dental, vision, PTO benefits and ancillaries may be available for eligible Aditi Consulting employees and vary based on the plan options selected by the employee.
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