Product Service Engineer

Payrate: $46.00 - $56.00/hr.

Summary:
In this role you will provide support services which include investigating, troubleshooting, and diagnosing application and technical problems, followed up with restoration of service through corrective actions and permanent resolutions. This includes software and on-board hardware, for a worldwide group of Construction Industry customers and dealers.

Responsibilities:

• New Product Introduction (NPI) projects.
  • Complete NPI product support deliverables including field development and field follow projects as required.
  • Complete NPI Product Support deliverables as assigned by Product Service Engineers.
  • Coordinate and complete Field Follow objectives as part of NPI programs.
• Customer and Dealer Issue resolution- Implementation and utilization of standard support processes to respond, restore, and resolve issues.
  • Provide hands-on product expertise to complete problem analysis and provide ICA.
  • Incident Cases assigned are worked in an order to meet posted Support Level Agreement metrics.
  • Escalate top priority issues to team lead.
  • Process CPI / CER tickets to responsible parties.
  • Communicate with dealers regarding status, problem troubleshooting, etc.
  • Report issues within the CPI (product defect) process to assure proper resolution to ongoing issues.
  • Create and maintain a support environment that facilitates issue diagnostics and customer connectivity.
  • Create and report product improvement ideas including functional enhancements and supportability improvements.
  • Product Service Engineers are responsible for resolving a high percentage of application issues, and prompt escalation to advanced engineering specialists when a quick resolution cannot be obtained.
  • Advocate on behalf of the dealer and customer to resolve technical product issues with product development engineering.
• Assist and support site network tuning for customers and Client demonstration centers
• Act as the liaison between the Client implementation teams, product development teams, and other support team members ensuring appropriate corrective actions are performed and that industry standard change management and support processes are followed.
  • Key Relationships: Product Support Manager and Team Leader: frequent discussions regarding priorities, directions, and assistance.
  • Product Support Team: frequent interaction and discussions with support analysts located in the United States, Australia, India, and Brazil.
• Assure knowledge transfers between team members.
  • Engineering: frequent discussions regarding customer problems. Liaison to ensure problem diagnosis, information on patches/fixes and functionality issues are resolved.
  • Customers and Dealers: communicate on a regular basis status and resolution of issues.

• 3-4 years experience with BSCS, BSME, BSEE or 5-10 yrs experience with system troubleshooting
• Ability to solve problems
• Excellent written and verbal communication skills
• Ability to form strong relationships within our partner organizations

Pay Transparency: The typical base pay for this role across the U.S. is: $46.00 - $56.00/hr. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience and the benefits package you select. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, 10 paid days off, 401(k) plan participation, commuter benefits and life and disability insurance.

Consent to Communication and Use of AI Technology: By submitting your application for this position and providing your email address(es) and/or phone number(s), you consent to receive text (SMS), email, and/or voice communication whether automated (including auto telephone dialing systems or automatic text messaging systems), pre-recorded, AI-assisted, or individually initiated from Aditi Consulting, our agents, representatives, or affiliates at the phone number and/or email address you have provided. These communications may include information about potential opportunities and information. Message and data rates may apply. Message frequency may vary.

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