Product Service Engineer

Payrate

$42.00 - $43.00/hr.

Summary

In this role, you will provide support services which include investigating, troubleshooting, and diagnosing application and technical problems, followed by service restoration through corrective actions and permanent resolutions. This includes MineStar for Underground solutions, such as Command for Underground autonomy and remote-control systems, Fleet for Underground production and operational management systems, and Detect for Underground proximity awareness and safety-related technologies.

Responsibilities

• Identify and resolve Mining Technology product issues for dealers and customers across underground software applications, server environments, onboard hardware, machine interface components, network connectivity, positioning systems, sensors, and site communication infrastructure.
• 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.
• Coordinate and complete Field Follow objectives as part of NPI programs.
• Provide hands-on product expertise to complete problem analysis and provide ICA.
• Work on incident cases to meet Support Level Agreement metrics and escalate top priority issues to the team lead.
• Process CPI / CER tickets to responsible parties and communicate with dealers regarding status and troubleshooting.
• 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.
• Travel domestically and/or internationally on assignment at dealer locations and mine sites up to 25% of the time.

Qualifications

• Entry-level with relevant internship experience up to 4 years; BS Degree in Technology, Engineering, IT, or Mining.
• Open to candidates with an associate degree and 5 years of experience.
• Accepts internships as job experience.
• Experience supporting technology in an industrial or production environment.

Skills

• Experience supporting complex MineStar for Underground technology environments, including Windows Server, VMware/ESXi virtualization, Linux, SQL Server, Azure, TCP/IP networking, network troubleshooting, video streaming systems, radio communications, industrial computing platforms, Remote Operator Stations (ROS), and autonomous or tele-remote machine control systems.
• Familiar with schematics.
• Technical excellence with product support experience; field experience is a plus, and mining experience is advantageous.
• Knowledge of data gathering and analysis tools, techniques, and processes.
• Effective communication skills and problem-solving abilities.
• Relationship management and service excellence skills.
• Consulting knowledge and customer focus.
• Proficiency in English and Spanish is desired.

Pay Transparency

The typical base pay for this role across the U.S.

is

$42.00 - $43.00/hr. 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

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