Diagnostician/Technical Representative Global Grade 10

Key Outputs

• Expert technical support, investigations and reporting on resolutions of product issues in collaboration with

• Service engineering, ensuring product health and delivering end user acceptance at lower cost.

• Ensure improved product health for all products in area of responsibility.

• Provide support for new product introduction.

• Present product issues to management

• Compile informative product issue reports and address to Service Engineering, Caterpillar and Management.

• Provide expert technical support for Warranty resolution and one-hour training sessions.

• Ensure effective self-management and performance ownership.

• Ensure resolution of product issues according to Service Letter guidelines

Qualification, Experience and Competencies

• Qualified Artisan. [Mechanic in relevant trade (e.g. Diesel Mechanic / Earthmoving Equipment Mechanic) with minimum 5 years Trade qualification

• Experience in Technical report writing

• In depth understanding of the warranty process from start to end, including goodwill claims

• Applied failure analysis (AFA) and scrap barrel training will be an advantage

• Field Service and Technical analyst experience will be an advantage

• Machine system operations and component experience

• Demonstrated practical and theoretical training skills

• Sound interpersonal relationship skills

• Computer Literate (MS Office & SIS ET, appropriate SAP proficiency, SIS STW Flashnet)

• Trouble shooting, problem solving and failure analysis skills

• Applicable product knowledge

• Familiar with the use of Service Technician Workbench

• Business communication and presentation skills

• Planning and prioritizing of jobs