New

Product Service Engineer

TEKsystems
$20.00 - $26.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Arizona, Tucson
Jun 07, 2025
Description Immediately seeking someone with hardware and software issue identification and resolution for external customer base. In this role you will provide support services which include investigating, troubleshooting, and diagnosing application and technical problems, followed up with restoration of service through corrective actions and permanent resolutions. This includes software and on-board hardware, for a worldwide group of Mining Technology customers and dealers. * Implementation and utilization of standard support processes to respond, restore, and resolve issues. * Advocate on behalf of the customer to resolve technical product issues with product development engineering. * Participate in New Product Introduction (NPI) projects. * Complete NPI product support deliverables including field development and field follow projects as required. * Provide 24 x 7 x 365 level 3 product support * Mentor and train level 2 product support team before NPI program completion * Complete NPI Product Support deliverables as assigned by Product Service Engineers * Coordinate and complete Field Follow objectives as part of NPI programs. Provide hands-on product expertise to complete problem analysis and provide ICA. * Incident Cases assigned are worked in an order to meet posted Support Level Agreement 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. Product Service Engineers are responsible for resolving a high percentage of application issues, and prompt escalation to advanced engineering specialists when a quick resolution cannot be obtained. * Act as the liaison between the Caterpillar 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. Basic Qualifications: * Work as an independent as well as a functional member of a team * Self-starter who takes initiative to accomplish tasks * On-site field experience troubleshooting issues in a high stress and potentially harsh environment * Experience in providing first call technical support for enterprise-level applications directly with customers * Experience in providing problem management and root cause analysis for complex applications Top Candidates will also have: * Mining industry experience * 10 or more years of experience supporting technology in an industrial environment * Product Demonstration experience * Cat New Product Introduction (NPI) process experience * Advanced Windows Server VM knowledge and experience Skills Troubleshooting, Technical support, mechanical skills Additional Skills & Qualifications Hardware trouble shooting in the field or experience in general Hardware component based troubleshooting. Bachelor's degree is required. Electronics experience would help- from a troubleshooting perspective. They don't service or open the components, but we troubleshoot them as is, like a failed unit from a customer site- ex, you have to connect everything up and troubleshoot why it doesn't work. Most of the troubleshooting is software based- mock up the issue, but sometimes they are hardware and you need to go through the process to eliminate potentials. -If a customer puts in a ticket and need help, they mock up the install and trouble shoot with the equipment they have. If the piece of hardware fails and there is a warranty, they send it in and they re-create the failure to troubleshoot. and work with suppliers to find out why it failed. Pay and Benefits The pay range for this position is $20.00 - $26.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Tucson,AZ. Application Deadline This position is anticipated to close on Jun 13, 2025. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.