Diagnostician/Technical Representative Global Grade 10

Barloworld Equipment (Pty) Ltd; Noord-Kaap; On-site; ZAR 480,000 - 720,000; Full time

Job summary

Barloworld Equipment (Pty) Ltd is seeking a skilled Artisan to provide expert technical support on product issues and warranty resolutions. You will collaborate with Service Engineering, ensure product health, and deliver end-user acceptance with cost efficiency.

You will compile reports, present issues to management, and train end users. Proficiency in warranty processes, failure analysis, and field service is essential for success in this role.

Qualifications

• Trade qualification with at least 5 years' experience as a mechanic.
• Experience in technical report writing and warranty handling.
• Good understanding of failure analysis and service processes.

Responsibilities

• Provide expert technical support for product issues and warranty resolutions.
• Collaborate with service engineering to improve product health.
• Deliver end-user training and share knowledge on resolutions.
• Prepare informative product issue reports for management.
• Present issues to Caterpillar and management as required.
• Ensure adherence to Service Letter guidelines for issue resolution.
• Coordinate planning and prioritization of field service jobs.
• Maintain effective self-management and performance ownership.
• Work with Service Technician Workbench and related tools.

Skills

Technical report writing

Warranty process knowledge

Troubleshooting

Failure analysis

Field service experience

Communication skills

Planning and prioritizing

Interpersonal skills

Product knowledge

Education

Qualified Artisan

Tools

MS Office

SIS ET

SAP proficiency

SIS STW

Flashnet

Job description

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) with minimum 5 years Trade qualification
• 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