Diagnostician/Technical Representative Global Grade 10

Barloworld Equipment; Sol Plaatje Local Municipality; On-site; ZAR 420,000 - 660,000; Full time

Job summary

Barloworld Equipment in South Africa seeks a skilled Field Service Specialist to provide expert technical support, investigations and reporting on product issues in collaboration with Service Engineering. You will help improve product health, support warranty resolutions and contribute to lower end-user costs through effective service.

The role requires a Qualified Artisan with at least five years? trade qualification, strong technical report writing, warranty process knowledge, and experience

Qualifications

• Qualified Artisan with minimum 5 years trade qualification.
• Experience in technical report writing essential.
• Understanding of warranty processes from start to end and goodwill claims advantageous.
• Applied failure analysis (AFA) and related training advantageous.
• Field Service and Technical analyst experience advantageous.
• Machine system operations and component experience beneficial.
• Demonstrated practical and theoretical training skills.
• Strong interpersonal relationships and communication skills.
• Proficiency in MS Office and service software tools.
• Experience with Service Technician Workbench and SAP preferred.

Responsibilities

• Provide expert technical support for warranty resolutions.
• Investigate product issues and prepare clear reports in collaboration with Service Engineering.
• Contribute to improved product health within area of responsibility.
• Support new product introductions and field deployment.
• Present product issues to management with concise findings.
• Compile informative product issue reports for Service Engineering, Caterpillar and Management.
• Deliver one-hour training sessions on resolutions and best practices.
• Ensure effective self-management and performance ownership.
• Adhere to Service Letter guidelines during issue resolution.

Skills

Technical report writing

Warranty process understanding

Failure analysis

Field service experience

Machine system operations

Troubleshooting

Problem solving

Interpersonal skills

Business communication

Planning and prioritizing

SAP proficiency

MS Office

SIS ET

SIS STW Flashnet

Service Technician Workbench

Education

Qualified Artisan / Trade qualification

Tools

SAP

SIS ET

SIS STW Flashnet

Service Technician Workbench

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