Product Service Engineer 3

Product Service Engineer This role involves providing 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. Mining Technology (Mine Star) 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. 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. Act as the liaison between the Client implementation teams, product development teams, and other support team members ensuring appropriate corrective actions are performed and that industry standard change management and support processes are followed. Key Relationships: Product Support Manager and Team Leader: frequent discussions regarding priorities, directions, and assistance.