Diagnostic Technical Representative Global Grade 10 at Barloworld Equipment

Key Output

•  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

Minimum requirements:

•  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.