Job Overview

Incumbents of the Technical Support Engineering team perform as advanced subject matter experts in specific assigned knowledge disciplines as it relates to the identification and resolution of technical issues involving our mining truck product globally.  Actively supports the global service team by pro-actively managing all inbound and outbound communications around technical issues and opportunities.  Ensures that customer product availability is maintained and enhanced through the provision of timely problem solving and training to correct and resolve issues in the field.  As part of the overall Technical Support Team, work with internal entities (Engineering, Marketing, Sales, etc.) as well as external vendors to resolve issues and manage warranty costs.  Provide pro-active information to the field in the form of TSI’s and ETSI’s to allow customers to better identify, analyze and resolve operating problems.  When issues arrive, work with field Service personnel, distributors, and ultimately face-to-face with customers to identify root cause and lead the process of creating technical resolution to the problem identified.

Scope

Support a field population of over 4,500 machines with 1,500 to 2,000 customer interventions annually.  The financial exposure of the interventions is up to $50M between warranty, commercial consideration, contract management and availability guarantees that can be mitigated based on the speed to resolution and long-term success of the countermeasures delivered by the technical support team

Key Job Responsibilities

• Provide in-depth technical support and expertise in the assigned knowledge discipline on a worldwide basis to maintain performance and availability of customers' machines.  Includes troubleshooting and diagnostic advice to field staff, distributors and customers.  Act as primary liaison between PMO, QA, Surface Haulage Engineering and all regional representatives, and consult with engineering, manufacturing and suppliers to obtain expeditious solutions.
• Conduct failure analyses of failed components and establish root cause of problems using fault tree analysis to aid in finding final solutions to systemic problems.  Travel to jobsite to gather facts and data directly from the field when submitted information does not support requirements to develop a resolution or issue closure.  Work with vendors to identify and implement the best solutions to prevent recurrence.
• Write detailed failure reports; capture all occurrences of a problem using KAC methods including TSI's, ETSI’s, FIR's, and other sources to involve QA/QC Departments in implementing solutions to field performance problems.  Manage the Juhin processes related to the knowledge discipline assigned and, where required due to area of expertise, participate in key supplier (e.g., Cummins, Wabtec and Siemens) meetings and related activity.
• Takes ownership of all incoming TSI’s from the field relating to their area of assignment, ensuring that all appropriate Peoria-based personnel are made aware of issues incoming from the field.  Using their technical expertise, identify issues that require escalation and creation of new Juhins to address the problem.  Aids in the development and maintenance of a searchable TSI database/spreadsheet tool to make TSI analysis quicker and more efficient.
• Addresses TSR’s quickly, communicating necessary replies to the field and continuously reviewing to identify possible issue trends.  Responsible for identifying the need for communications to the field (PS News/Flash News) and drives the material content, message, and ultimate release to field personnel.
• Serve as an active member of the Technical Support Management Team.  Attend management meetings, trade shows, company meetings, supplier meetings and prepare and present Power Point presentations when required.  Travel worldwide to perform job functions.
• Organize and plan Field campaigns as required to remedy identified issues with counter measures and to install improvements into existing fleets.
• Other duties as assigned.

Qualifications/Requirements

• B.S. Degree in a technical discipline (Engineering) and 8+ years of knowledge and experience with mining trucks, or alternatively a Degree with advanced practical experience in one (or more) of the areas of expertise.  Advanced degrees and advanced area-specific training a distinct plus. Experience in field commission of products very much desired.
• Demonstrated experience working with mining equipment with particular emphasis on work performed in the in specific area of expertise. Willingness and ability to (1) continually expand knowledge in the area of assignment, and (2) to study and lean one (or more) of the other expertise areas to provide backup and coverage for the team.
• Strong communications skills in order to interact effectively with field personnel, distributors, customers and senior management.  As the initial field response to issues, must be able to think and communicate on their feet, with an understanding and sensitivity of how to balance both technical and commercial concerns.  Ability to successfully summarize and present technical content to clearly demonstrate root causes of problems and clear steps to resolve customer issues.  Able to present to large groups.
• Must have demonstrated understanding of root cause and fault tree analysis with ability to balance a thorough investigation of the issue with a sense of urgency for resolution.
• Must be willing and able to travel 20 to 30% of the time, including internationally.  Must be able to visit mine sites and physically be able to climb in and around equipment in the field, often at heights and/or in less than ideal conditions.
• Proficiency in computer software systems including MS Word, Excel, Power Point (etc.). 
• Physical Requirements:  While performing the duties of this job, the associate is required to have ordinary ambulatory skills sufficient to visit other locations; and the ability to stand, walk, stoop, kneel, crouch, and manipulate (life, carry, move) light to medium weights of 10-50 pounds.  Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read application information. The associate frequently is required to sit, reach with hands and arms, talk and hear.

Additional Information