The Product Support Engineer provides a high level of technical support to resolve issues with all types of Repairs for mining and aggregate equipment. Technical support involves trouble shooting, wash/wear/crack evaluation, vibration issues, resolving manufacturing/repair deviations, re-design of replacement components, among others; assists complex Repairs proposals; projects an image of Metso Outotec as a service-oriented company with competent technical support. Position may involve customer meetings and traveling to job sites.
Job Duties And Responsibilities
Provide the highest technical expertise in the area of trouble-shooting, technical solutions, workshop operations for repair services
Provide technical support in REP related inquiries or problems
Participates in technical warranty claims or customer complaint handling.
Manages Technical Knowledge Management (REP related work instructions, information database, product database, NCR´s, etc.)
Providing input to Technical Documentation, such as manuals, service workbooks and eCatalogues
Ensure systematic case handling through workflow/ticketing system according to agreed response and resolution times with adequate resolution information.
Support Repairs product development activities
Technical sales support to MA for complex offerings
Support MA’s to develop work scope and procedures for unique, one-off or highly complex repair cases
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