Product Service Engineer

Responsibilities

• Identify and resolve hardware and software issues for dealers and customers related to Mining Technology MineStar.
• Implement and utilize 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 and complete related product support deliverables.
• Provide 24/7 incident management and ensure adherence to support level agreement metrics.
• Escalate top priority issues to team lead and process CPI/CER tickets to responsible parties.
• Communicate with dealers regarding status, problem troubleshooting, and issue resolution.
• Create and maintain a support environment that facilitates issue diagnostics and customer connectivity.
• Report issues within the CPI product defect process to ensure proper resolution of ongoing issues.
• Create and report product improvement ideas, including functional enhancements and supportability improvements.
• Act as the liaison between implementation teams, product development teams, and other support team members.

Requirements

• 5–7 years of relevant technical experience in troubleshooting and engineering.
• Bachelor’s degree in Mechanical Engineering or Electrical Engineering, or equivalent experience with an Associate degree and 8–10 years of hands-on system troubleshooting.
• Strong troubleshooting and problem-solving skills.
• Ability to quickly learn new systems and technologies.
• Clear written and verbal communication skills.
• Comfortable working with customers, dealers, and engineering teams.