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 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.

• Inter act with SEENG and Caterpillar on product issues.

Qualification, Experience and Competencies

• Grade 12 / N3

• Qualified Artisan. [Mechanic in relevant trade (e.g. Diesel Mechanic / Earthmoving Equipment Mechanic)

• Caterpillar Advance certification.

• Minimum of 12 years post-apprentice/learner ship experience of which 5 years should be field service]

• 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.