Product Service Specialist
3 days ago
Career Area: Product Support
About the Opportunity
Cat Minestar serves our mining customers in achieving sustainable operational improvements by leveraging the power of data, people, and processes. We partner with our global dealers to help our customers sustainably improve safety, efficiency, productivity, and fleet utilization at their sites.
Key Responsibilities
Work with dealers and customers to monitor the overall product performance and coordinate improvements in its serviceability, reliability, and maintainability. Coordinate product problem investigation and resolution using Continuous Product Improvement (CPI) process, field testing and analysis of field returns. Accountable for working with engineering to develop and implement Interim Corrective Action (ICA) and Permanent Corrective Action (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 New Product Introduction (NPI) gateways, Support Request Reviews, and bug triages meetings. Assist in creating, updating, and improving product service publications and release notes. Coordinate and issue Send-it-Back (SIB) for failed components for engineering failure analysis. Conduct dealer and customer visits to execute field follow validation plans and/or provide technical assistance on urgent field problems. Assist with the development of MineStar Technology Training courses content. Provide technical assistance to internal teams and divisions including commercial, training, and implementation teams.
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