Technical Support Engineer (Mining Equipment)

Finning; Peterborough; On-site; GBP 50,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

25 days holiday

Annual Bonus

Laptop and phone

Health benefits

Pension

Job summary

Finning (UK) Ltd in Peterborough is seeking a Problem Resolution Specialist to handle new and existing Caterpillar product issues, from engine failures to field failure analyses, with proactive solutions to minimize business impact.

You will support new product introductions by collaborating with Caterpillar on field follow programmes and work within the dealer product problem management system. A strong technical background and customer-focused approach are essential.

Qualifications

• 7-10 years’ experience of working with Caterpillar products.
• Engineering Apprenticeship plus 5-10 years of general engineering experience.
• Six Sigma Green Belt accreditation and Caterpillar warranty knowledge.

Responsibilities

• Identify & coordinate product problem resolution in DPPM via DSN.
• Work with Suppliers to improve product reliability & warranty expense.
• Develop & maintain relationships with the service delivery network and coach the technical network.
• On-site critical customer/product problem assistance and failure analysis to reduce impact.

Skills

Good interpersonal skills

Education

Engineering Apprenticeship

Six Sigma Green Belt

Tools

Service Information System

Dealer Business System

Service Information Management System

CAT Product Information System

Microsoft Office (Word/Excel/PowerPoint)

Job description

Position Overview

Working closely with Caterpillar and our customer base, you will be responsible for handling new and existing product problems. This could be anything from engine failure to proactively evaluating and eliminating potential failures. Timely solutions are imperative with a proactive approach to minimizing impact to the business. You will also support new product introduction by working closely with Caterpillar on close field follow programs.

Company

Finning (UK) Ltd

Number of Openings

1

Worker Type

Permanent

Position Overview

Working closely with Caterpillar and our customer base, you will be responsible for handling new and existing product problems. This could be anything from engine failure to proactively evaluating and eliminating potential failures. Timely solutions are imperative with a proactive approach to minimizing impact to the business. You will also support new product introduction by working closely with Caterpillar on close field follow programs. Finning are the world's largest Caterpillar dealership delivering unrivalled service for 90 years. We sell, rent, supply parts, service and repair equipment and engines to customers in various industries, including mining, construction, petroleum, forestry, and a wide range of power systems applications.

Job Description

Major Job Functions

• Identify & co-ordinate product problem resolution. Maintain product problem, risk, resolution & status report in Dealer product problem management system (DPPM) via DSN.
• Work closely with Suppliers to improve product reliability & warranty expense. Monthly review with Caterpillar technical reps & service engineers demonstrating the output from the meeting (DPPM). Proactive approach via service letter, PIQ & field follow programmes.
• Develop & maintain relationships with the service delivery network. Visibility within the service operations e.g. engineer tool box talks. Proactive communication of technical information via engineer forum. Provide coaching and mentoring for the technical network.
• On-site critical customer / product problem assistance. Co-ordinate and assist service operations with on-site support to reduce customer & business impact including failure analysis & fire/incident investigation.

As a Finning Employee you will receive

• A competitive salary
• 25 days annual leave + bank holidays (purchase additional 5 days holiday)
• Annual Bonus
• Laptop and phone
• The additional benefits attached to this role include a generous reward scheme, up to 7% pension, life insurance, access to the company a share scheme, and healthcare benefits (medical, optical, hearing, dentistry, and physio)
• You will benefit from enhanced maternity and paternity packages, family-friendly policies to support working parents, enhanced flexible working options, support from a team of 40+ Mental Health first aiders, employee wellbeing solutions, the opportunity to support your charity of choice via “Give As You Earn”, and length of service & recognition awards.

Specific Skills

• Good interpersonal skills
• Fully conversant with Caterpillar & Finning computer systems including, but not limited to:

Service Information System, Electronic Technician, Dealer Business System, Service Information Management System, Continuous Product Improvement, Dealer Solutions Network, Dealer Product Support Search, CAT Product Information System, Finning Product Problem Management, Proficient with Microsoft business systems (Word, Excel, PowerPoint, Access, Outlook), Attention to Process, Customer Service

Knowledge

Deep understanding of Caterpillar business structure and systems

Accountability

• Produce monthly top five issues report to Service Technical Supervisor.
• Provide information and Technical Support to Engineers to enable the first-time fix.
• Product problem resolution in order to prohibit potential exposure of what could be up to £500k, worst case scenario.
• Internal/external customer satisfaction.
• Service response time.
• DSN completion rate & satisfaction survey completion percentage.
• PPM data accuracy. Safety & Priority PIP completion metrics.
• PIQ DSN completion rate within predetermined time lines.
• Financial: Reduce E&T Business Risk by £250-500K per annum.

Education And Experience

• 7-10 years’ experience of working with Caterpillar products
• Engineering Apprenticeship plus 5-10 years of general engineering experience
• Experience of Caterpillar business structure and systems
• 6-sigma green belt accredited
• Experience of Caterpillar warranty procedures and reporting systems

At Finning we believe that our people are the heart and soul of our company and fundamental to our success. Our employees are rewarded with an attractive all-round benefits package including 25 days holiday, company pension scheme, healthcare, company share scheme and various flexible benefits.

At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, and/or mental or physical disabilities. Furthermore, Finning is committed to collaborating with and providing reasonable accommodations /adjustments to individuals with disabilities. If you require an adjustment/accommodation at any point during the recruitment process, please inform your recruiter. Finning is a forces-friendly employer having signed the Armed Forces Covenant, and pledges to treat those who serve or have served in the armed forces, and their families fairly.