Product Service Engineer - Project Engineer

Job Description

In this role, you will provide support services which include investigating, troubleshooting, and diagnosing application and technical problems followed up with restoration of service through corrective actions and permanent resolutions. This includes software and on-board hardware for a worldwide group of Mining Technology customers and dealers.

Job Duties and Responsibilities:

• Identify and resolve Mining Technology MineStar hardware and software issues for dealers and customers.

• Implement and utilize standard support processes to respond, restore, and resolve issues.

• Advocate on behalf of the dealer and customer to resolve technical product issues with product development engineering.

• Participate in New Product Introduction (NPI) projects and complete NPI product support deliverables including field development and field follow projects as required.

• Provide 24/7 Incident Management.

• Coordinate and complete Field Follow objectives as part of NPI programs.

• Provide hands-on product expertise to complete problem analysis and provide Incident Case Analysis (ICA).

• Work on Incident Cases in an order to meet posted Support Level Agreement (SLA) metrics.

• Escalate top priority issues to team lead.

• Process CPI/CER tickets to responsible parties.

• Communicate with dealers regarding status, problem troubleshooting, etc.

• Report issues within the CPI product defect process to assure proper resolution to ongoing issues.

• Create and maintain a support environment that facilitates issue diagnostics and customer connectivity.

• Create and report product improvement ideas including functional enhancements and supportability improvements.

• Act as the liaison between implementation teams, product development teams, and other support team members ensuring appropriate corrective actions are performed and that industry standard change management and support processes are followed.

Key Relationships:

• Product Support Manager and Team Leader: frequent discussions regarding priorities, directions, and assistance.

• Product Support Team: frequent interaction and discussions with support analysts located in the United States, Australia, India, and Brazil. Assure knowledge transfers between team members.

• Implementation Team: frequent discussions regarding site-specific customer information. Liaison to ensure problem-free transitions of new sites to the Product Support Team.

• Engineering: frequent discussions regarding customer problems. Liaison to ensure problem diagnosis information on patches/fixes and functionality issues are resolved.

• Customers and Dealers: communicate on a regular basis regarding the status and resolution of issues.

Additional information:

• Availability and desire to travel domestically and/or internationally on assignment at dealer locations and mine sites - Up to 25%.

• This position requires open pit and underground mine site support work at times. The selected applicant will be required to complete and pass regulatory open pit and underground mine safety training and travel to and work for short periods of time in open pit and underground mining environments. Time spent in a mining environment would typically include a single work week with daily work in the mining environment.

• This job role is primarily performed during normal day shift hours but does include some off-shift and weekend responsibilities.

• 3-4 years of experience required.

Hard Skills

• Heavy Equipment Electrical and CAN Troubleshooting

• Knowledge of computer software and operating systems (Windows, Ubuntu, Command Line, Terminal)

• Microsoft Office Suite (Outlook, Teams, Onedrive, Sharepoint, etc.)

Work Site

This is a hybrid position requiring some days on-site in Chillicothe, Illinois and some days remote.

Work Environment

Hybrid office

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 30,000 consultants and more than 4,500 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500.

Diversity, Equity & Inclusion

At Actalent, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:

• Hiring diverse talent

• Maintaining an inclusive environment through persistent self-reflection

• Building a culture of care, engagement, and recognition with clear outcomes

• Ensuring growth opportunities for our people

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actalentaccommodation@actalentservices.com (%20actalentaccommodation@actalentservices.com) for other accommodation options.