Product Support Engineer ref. RT/HI/03/12

The companty is specialized in excavators. Their main products are hydraulic excavators, crawler cranes, wheeled loaders, rigid dump trucks, crawler carriers and crawler mounted aerial working platforms. The company provides a product line-up that distinguishes itself by its depth and width and that has earned an excellent reputation for performance, reliability and safety.

Models of large excavators range in size from 40 tons to 780 tons. This broad range of machines allows to choose the type that fits the exact construction needs. With the ability to keep running for 24 hours straight, these machines have exceptional durability. Their endurance is further proven by the ultra-large excavators, which have working-time records of over 90,000 hours. This kind of performance is not surprising when you consider that the corporate policy is to never release equipment that is not field ready. They have built high user confidence and an excellent reputation over the years by realizing that, to meet the challenges of mining, our customers must have great performance. 

For the position of product support engineer we are searching for candidates with a deep knowledge of Diesel/ Electric powers systems. Company has two key accounts one in Finland and one in Israël so the support engineer will be travelling a lot.

Goal

Giving high satisfaction to dealers and customers through technical and field support, also judgement and settlement for the warranty claims

Place in the organization

General Manager Product Support ->

Manager Technical Support Group ->

Product Support Engineer.

The Product Support Engineer is part of the department Technical Support Group; Product Support; Service Division

RESULT AREAS

Support

• Providing helpdesk function for dealers handling technical correspondence, supporting or assistance
• Giving field support to dealers
• Giving instructions on new products
• Troubleshooting and corresponding on technical questions or inquiries from dealers and Sales dept.
• Coordinate modifications

Warranty

• Judgment, registration, analysis and settlement of the warranty claims from the dealers in different territories
• Leading the negotiation between the dealer and the manufacturer

Training

• Giving sales/technical training for current/new models to dealers, users and employees.
• Assistance and instruction of the E-service system at the dealer locations

Others

• Technical information feed-back to factory for the future products improvement
• Preparation/Operation of machine demonstration.

FEATURES

Communication

• Sales dept. by providing technical support
• Parts dept. by giving detailed technical (parts) information about parts deliveries
• Engineering by giving technical information and advising
• Quality assurance about discussing and accepting warranty claims
• Dealers for giving instructions, informing and advising
• Suppliers about parts delivery and warranty cases

Authorities

• Organizing the work depending on the priority of the problems or questions
• Authorized to make independent correspondence with dealers and customers about subjects that are important for the execution of his work
• Authorized to judge all warranty claims up to a certain maximum without managers’ authorization and keeping responding time in mind
• Solving acute problems by using own experience and knowledge

Responsibilities

• Giving quick and correct response to the dealer questions
• Warranty claims transactions in timely manner
• Accurate technical reports to manufacturer