Global Product Service Advocate
3 days ago
Career Area: Product Support
About This Role
This position is a great opportunity to evolve to a Subject Matter Expert (SME) in MineStar Solutions business unit. As a Product Service Engineer, your role is centered around product field validation and product problem management. You will work closely with dealers and customers to ensure the overall product performance meets the required standards.
Key Tasks
Monitor product performance and coordinate improvements in serviceability, reliability, and maintainability. Investigate and resolve product problems using CPI process, field testing, and analysis of field returns. Work with engineering to develop and implement ICA and PCA. Provide technical support & escalation to engineering through Call Center and Sales Force (TSC) to Tier 1 (dealers), Tier 2 (Call Center) and Tier 3 (service engineering) support. Participate in NPI gateways, Support Request Reviews, and bug triages meetings. Assist in creating, updating, and improving product service publications and release notes. Issue SIB for failed components for engineering failure analysis. Execute field follow validation plans and/or provide technical assistance on urgent field problems. Assist with the development of MineStar Technology Training courses content.
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