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Diagnostician/technical Representative Global Grade
2 weeks ago
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 onehour training sessions.
- Ensure effective selfmanagement 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;
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