- Ensure improved product health for all products in area of responsibility.
- Provide support for new product introduction.
- Present product issues to management.
- Assist artisans and TAs with complex troubleshooting on machines and components.
- Do failure analysis on failed components and parts.
- Compile comprehensive condition and failure reports.
- Compile informative product issue reports and address to Service Engineering and management.
- Ensure latest product updates are shared, issued and executed.
- Provide expert technical support for Warranty resolution and 1 hour training sessions.
- Ensure effective self-management and performance ownership.
- Ensure resolution of product issues according to Service Letter guidelines.
- Negotiate with Caterpillar on Warranty issues.
- Interact with SEENG and Caterpillar on product issues.
- Monitor product health ,Carry out field follow projects
- Remotely and physically troubleshoot complex failures on machines
Qualification, Experience and Competencies
- Grade 12 / N3
- Qualified Artisan. [Mechanic in relevant trade (e.g. Diesel Mechanic / Earthmoving Equipment Mechanic)
- Must have completed Caterpillar Advance certification.
- Minimum of 12 years post-apprentice/learner ship experience of which 5 years should be field service] (external candidates)
- Minimum of 3 years experience as a Technical Analyst.
- Exceptional knowledge of product operating systems, testing and adjusting, and troubles shooting.
- Exceptional trouble shooting, problem solving and failure analysis skills.
- Be able to compile accurate and professional reports (Failure and conditional)
- Understand impact of site severity conditions and how it impacts machine health.
- Demonstrated practical and theoretical knowledge transfer skills.
- Sound interpersonal relationship skills.
- Computer Literate (MS Office & Caterpillar systems)
- Familiar with the use of Service Technician Workbench
- Familiar with Caterpillar Websites (e.g. SIMSI, PIS, DSN, etc.)
- Business communication and presentation skills.
- Planning and prioritizing of tasks.
- Understand the BWE Quality system.
