What are the responsibilities and job description for the Product Service Engineer position at Harvey Nash?
Product Service Engineer
Chillicothe, IL
12 months contract (Strong possibility for extension)
Job Description:
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 Mining Technology customers and dealers.
Job Duties and Responsibilities:
Mining Technology hardware and software issue identification and resolution for dealers and customers.
Implementation and utilization of standard support processes to respond, restore, and resolve issues.
Advocate on behalf of the dealer and customer to resolve technical product issues with product development engineering.
Participate in New Product Introduction (NPI) projects.
Complete NPI product support deliverables including field development and field follow projects as required.
Provide 24 x 7 x 365 Incident Management. Complete NPI Product Support deliverables as assigned by Product Service Engineers.
Coordinate and complete Field Follow objectives as part of NPI programs.
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.
Position’s Contributions to Work Group:
- As a member of Client Technology’s Connectivity team this role will be the initial point-of-contact to support dealers and internal Client representatives in our efforts to upgrade equipment with the latest Connectivity technology - specifically supporting Mining applications.
Salary : $40 - $42