Product Service Engineer - Project Engineer

Actalent - Peoria, IL

Full-time - Mid Level

Hybrid - Peoria, IL

10,001+ employees

Administrative and Support Services

About the position

The Product Service Engineer - Project Engineer role at Actalent involves providing technical support services for Mining Technology customers and dealers. The engineer will troubleshoot and diagnose hardware and software issues, advocate for customer needs, and participate in new product introduction projects. This position requires a blend of technical expertise and customer interaction, ensuring effective resolution of issues and continuous improvement of product support processes.

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 including field development and field follow projects as required.
• Provide 24/7 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 in an order to meet posted Support Level Agreement (SLA) metrics.
• Escalate top priority issues to team lead.
• Process CPI/CER tickets to responsible parties.
• Communicate with dealers regarding status, problem troubleshooting, etc.
• Report issues within the CPI product defect process to assure proper resolution to ongoing issues.
• 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 ensuring appropriate corrective actions are performed and that industry standard change management and support processes are followed.

Requirements

• 3-4 years of experience in a related field.
• Heavy Equipment Electrical and CAN Troubleshooting skills.
• Knowledge of computer software and operating systems (Windows, Ubuntu, Command Line, Terminal).
• Proficiency in Microsoft Office Suite (Outlook, Teams, Onedrive, Sharepoint, etc.).