Key Outputs
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Expert technical support, investigations and reporting on resolutions of product issues in collaboration with
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Service engineering, ensuring product health and delivering end user acceptance at lower cost.
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Ensure improved product health for all products in area of responsibility.
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Provide support for new product introduction.
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Present product issues to management
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Compile informative product issue reports and address to Service Engineering, Caterpillar and Management.
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Provide expert technical support for Warranty resolution and one-hour training sessions.
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Ensure effective self-management and performance ownership.
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Ensure resolution of product issues according to Service Letter guidelines
Qualification, Experience and Competencies
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Qualified Artisan. [Mechanic in relevant trade (e.g. Diesel Mechanic / Earthmoving Equipment Mechanic)
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Experience in Technical report writing
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In depth understanding of the warranty process from start to end, including goodwill claims
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Applied failure analysis (AFA) and scrap barrel training will be an advantage
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Field Service and Technical analyst experience will be an advantage
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Machine system operations and component experience
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Demonstrated practical and theoretical training skills
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Sound interpersonal relationship skills
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Computer Literate (MS Office & SIS ET, appropriate SAP proficiency, SIS STW Flashnet)
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Trouble shooting, problem solving and failure analysis skills
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Applicable product knowledge
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Familiar with the use of Service Technician Workbench
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Business communication and presentation skills
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Planning and prioritizing of jobs with minimum 5 years’ Trade qualification
