Product Service Expert

1 week ago

Melbourne, Victoria, Australia beBeeProductSupport Full time $100,000 - $145,000

Job Title: Product Service Expert

Career Area: Product Support

We are the makers, problem solvers, and future world builders who create stronger, more sustainable communities.

As a Product Service Consultant/Engineer, you will provide support services investigating and troubleshooting application and technical problems, followed by 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

  • Identify and resolve product issues for dealers and customers.
  • Implement standard support processes to respond, restore, and resolve issues.
  • Advocate for dealer and customer needs to resolve technical product issues with engineering teams.
  • Participate in New Product Introduction (NPI) projects.
  • Complete NPI product support deliverables including field development and field follow projects as required.
  • Provide 24x7 level 3 product support.
  • Coordinate and complete Field Follow objectives as part of NPI programs.
  • Provide hands-on product expertise to complete problem analysis and provide incident cases.
  • Escalate top priority issues to team leads.
  • Process tickets to responsible parties.
  • Communicate with dealers regarding status, problem troubleshooting, etc.
  • Report issues within the process to assure proper resolution to ongoing issues.
  • Create and maintain a support environment that facilitates issue diagnostics and customer connectivity.
  • Act as liaison between implementation teams, engineering teams, and other support team members ensuring appropriate corrective actions are performed and industry-standard change management and support processes are followed.

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