Diagnostician/Technical Representative

Job Detail

Key Outputs

Expert technical support, investigations and reporting on resolutions of product issues in collaboration with
Service engineering, ensuring product health and delivering end user acceptance at lower cost.
Ensure improved product health for all products in area of responsibility.
Provide support for new product introduction.
Present product issues to management
Compile informative product issue reports and address to Service Engineering, Caterpillar and Management.
Provide expert technical support for Warranty resolution and one-hour training sessions.
Ensure effective self-management and performance ownership.
Ensure resolution of product issues according to Service Letter guidelines

Qualification, Experience and Competencies

Qualified Artisan. [Mechanic in relevant trade (e.g. Diesel Mechanic / Earthmoving Equipment Mechanic)
Experience in Technical report writing
In depth understanding of the warranty process from start to end, including goodwill claims
Applied failure analysis (AFA) and scrap barrel training will be an advantage
Field Service and Technical analyst experience will be an advantage
Machine system operations and component experience
Demonstrated practical and theoretical training skills
Sound interpersonal relationship skills
Computer Literate (MS Office & SIS ET, appropriate SAP proficiency, SIS STW Flashnet)
Trouble shooting, problem solving and failure analysis skills
Applicable product knowledge
Familiar with the use of Service Technician Workbench
Business communication and presentation skills
Planning and prioritizing of jobs with minimum 5 years’ Trade qualification

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