Diagnostician/Technical Representative X2 Global Grade 10

Barloworld Equipment; Johannesburg; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Barloworld Equipment in Johannesburg seeks an experienced Technical Analyst/Field Service Specialist to diagnose complex faults, perform on-site and remote troubleshooting, and contribute to warranty resolution with thorough reporting.

Requirements include Grade 12/N3, Qualified Artisan, Caterpillar Advance certification, 12 years post-apprenticeship, 3+ years as Technical Analyst, and strong communication and computer skills.

Qualifications

• Qualified Artisan with relevant trade certification.
• 12 years post-apprentice experience; 5 years field service.
• Caterpillar Advance certification required.
• Strong troubleshooting and report-writing abilities.
• Experience with Caterpillar service tools and systems.

Responsibilities

• Improve product health for all products in area of responsibility.
• Provide support for new product introduction.
• Present product issues to management.
• Assist artisans and TAs with complex troubleshooting.
• Perform failure analysis on failed components.
• Compile comprehensive condition and failure reports.
• Prepare product issue reports for Service Engineering and management.
• Ensure latest product updates are shared and executed.
• Provide technical support for warranty resolution and training sessions.
• Self-manage and own performance outcomes.
• Resolve product issues following Service Letter guidelines.
• Negotiate warranty issues with Caterpillar and liaise with SEENG and Caterpillar.
• Monitor product health and drive field follow-up projects.
• Remotely and physically troubleshoot complex machine failures.

Skills

Troubleshooting

Report writing

Planning and prioritizing

Interpersonal skills

Business communication and presenter

Knowledge transfer skills

Computer literacy

Education

Grade 12 / N3

Qualified Artisan (Mechanic in relevant trade)

Caterpillar Advance certification

Tools

MS Office

Caterpillar systems

Service Technician Workbench

Caterpillar Websites (SIMSI, PIS, DSN)

Job description

• Ensure improved product health for all products in area of responsibility.
• Provide support for new product introduction.
• Present product issues to management.
• Assist artisans and TA’s with complex troubleshooting on machines and components.
• Do failure analysis on failed components and parts.
• Compile comprehensive condition and failure reports.
• Compile informative product issue reports and address to Service Engineering and management.
• Ensure latest product updates are shared, issued and executed.
• Provide expert technical support for Warranty resolution and 1 hour training sessions.
• Ensure effective self-management and performance ownership.
• Ensure resolution of product issues according to Service Letter guidelines.
• Negotiate with Caterpillar on Warranty issues.
• Interact with SEENG and Caterpillar on product issues.
• Monitor product health
• Carry out field follow projects
• Remotely and physically troubleshoot complex failures on machines

Key Outputs

• Ensure improved product health for all products in area of responsibility.
• Provide support for new product introduction.
• Present product issues to management.
• Assist artisans and TA’s with complex troubleshooting on machines and components.
• Do failure analysis on failed components and parts.
• Compile comprehensive condition and failure reports.
• Compile informative product issue reports and address to Service Engineering and management.
• Ensure latest product updates are shared, issued and executed.
• Provide expert technical support for Warranty resolution and 1 hour training sessions.
• Ensure effective self-management and performance ownership.
• Ensure resolution of product issues according to Service Letter guidelines.
• Negotiate with Caterpillar on Warranty issues.Interact with SEENG and Caterpillar on product issues.
• Monitor product health
• Carry out field follow projects
• Remotely and physically troubleshoot complex failures on machines

Qualification, Experience And Competencies

• Grade 12 / N3
• Qualified Artisan. [Mechanic in relevant trade (e.g. Diesel Mechanic / Earthmoving Equipment Mechanic)
• Must have completed Caterpillar Advance certification.
• Minimum of 12 years post-apprentice/learner ship experience of which 5 years should be field service] (external candidates)
• Minimum of 3 years’ experience as a Technical Analyst.
• Exceptional knowledge of product operating systems, testing and adjusting, and troubles shooting.
• Exceptional trouble shooting, problem solving and failure analysis skills.
• Be able to compile accurate and professional reports (Failure and conditional)
• Understand impact of site severity conditions and how it impacts machine health.
• Demonstrated practical and theoretical knowledge transfer skills.
• Sound interpersonal relationship skills.
• Computer Literate (MS Office & Caterpillar systems)
• Familiar with the use of Service Technician Workbench
• Familiar with Caterpillar Websites (e.g. SIMSI, PIS, DSN, etc.)
• Business communication and presentation skills.
• Planning and prioritizing of tasks.
• Understand the BWE Quality system.