Diagnostician/Technical Representative Global Grade 10

Barloworld Equipment; South Africa; On-site; ZAR 420,000 - 650,000; Full time

Job summary

Barloworld Equipment in South Africa seeks an experienced field service engineer to deliver expert technical support, investigations and warranty resolutions for Cat products. You will collaborate with service engineering and customers to improve product health and reduce costs while sharing knowledge through training sessions.

Responsibilities include reporting findings to management, supporting new product introductions, and ensuring adherence to service letter guidelines with strong problem

Qualifications

• Trade qualification in diesel or earthmoving equipment mechanic.
• Experience in technical report writing.
• Understanding of the warranty process from start to end.
• AFA and troubleshooting training is advantageous.
• Field service and technical analyst experience is an advantage.
• Machine system operations and component experience.
• Strong training delivery and presentation skills.
• Sound interpersonal relationship skills.
• Proficient with Service Technician Workbench and SAP.
• Excellent planning and prioritization of jobs.

Responsibilities

• Provide expert technical support, investigations and reporting on product issues.
• Collaborate with service engineering to maintain product health and reduce costs.
• Support for new product introduction.
• Present product issues to management and stakeholders.
• Compile informative product issue reports for Service Engineering, Caterpillar and Management.
• Provide warranty resolution support and training sessions.
• Demonstrate self-management and performance ownership.
• Ensure resolution of product issues per Service Letter guidelines.

Skills

Technical support

Warranty process

Failure analysis

Report writing

Field service

Product knowledge

Interpersonal skills

Planning skills

MS Office

SAP proficiency

SIS ET

Flashnet

Troubleshooting

Communication

Education

Trade qualification (Qualified Artisan)

Tools

SIS ET

SIS STW Flashnet

SAP

MS Office

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