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Product Service Engineer

Aditi Consulting

Chillicothe, IL

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JOB DETAILS
SALARY
$57–$58 Per Hour
SKILLS
Analysis Skills, Artificial Intelligence (AI), Automotive Automation, Consulting, Corrective Action, Customer Service Management, Customer Support/Service, Hardware Administration, Identify Issues, Incident Management, Messaging Technology, Metrics, Mining Engineering, Network Support, Open Cut Mining, Problem Solving Skills, Product Development, Product Engineering, Product Support, Product/Service Launch, Purchasing/Procurement, Regulations, Reporting Skills, Safety Training, Short Messaging Service (SMS), Speech Technology, State Laws and Regulations, Team Lead/Manager, Technical Support, Telephony, Underground Mining, Willing to Travel
LOCATION
Chillicothe, IL
POSTED
3 days ago
Payrate: $57.00 - $58.00/hr.
 
Summary:
In this role, you will provide support services which include investigating, troubleshooting, and diagnosing application and technical problems, followed by restoring service through corrective actions and permanent resolutions. This includes software and on-board hardware support for a worldwide group of Mining Technology customers and dealers.
 
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.
  • Provide 24 x 7 x 365 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 to meet posted Support Level Agreement metrics and escalate top priority issues to team lead.
  • Process CPI / CER tickets to responsible parties and report issues within the CPI process for resolution.
  • 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.
  • 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.
  • Implementation Team: frequent discussions regarding site-specific customer information and ensuring smooth transitions of new sites to the Product Support Team.
  • Engineering: frequent discussions regarding customer problems and ensuring problem diagnosis and resolution.
  • Customers and Dealers: communicate regularly regarding status and resolution of issues.
 
Qualifications:
  • 5-7 years of relevant experience required.
 
Desired Skills:
  • Availability and willingness to travel domestically and/or internationally on assignment at dealer locations and mine sites.
  • Ability to work in open pit and underground mine site environments, including completing and passing regulatory safety training.
  • Flexibility to work during normal day shift hours and handle some off-shift and weekend responsibilities.
 
Pay Transparency: The typical base pay for this role across the U.S. is: $57.00 - $58.00 /hour. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match,  life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law. 
 
Consent to Communication and Use of AI Technology: By submitting your application for this position and providing your email address(es) and/or phone number(s), you consent to receive text (SMS), email, and/or voice communication whether automated (including auto telephone dialing systems or automatic text messaging systems), pre-recorded, AI-assisted, or individually initiated from Aditi Consulting, our agents, representatives, or affiliates at the phone number and/or email address you have provided. These communications may include information about potential opportunities and information. Message and data rates may apply. Message frequency may vary.
You represent and warrant that the email address(es) and/or telephone number(s) you provided to us belong to you and that you are permitted to receive calls, text (SMS) messages, and/or emails at these contacts. You also acknowledge and agree to Aditi Consulting LLC’s use of AI technology during the sourcing process, including calls from an AI Voice Recruiter. AI is used solely to gather data and does not replace human-based decision-making in employment decisions. Calls may be recorded.
 
Consent is not a condition of purchasing any property, goods, or services. You may revoke your consent at any time by replying “STOP” to messages or by contacting

privacy@aditiconsulting.com

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For information about our collection, use, and disclosure of applicant's personal information as well as applicants' rights over their personal information, please see our Privacy Policy .
 
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Aditi Consulting