Job Description

Key Output

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 TA's 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

Minimum requirements:

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.