The main function of an Remote Control Service Engineer is to provide technical support to dealers, acting as a liaison between the dealers & engineering. This includes troubleshooting and resolving software, hardware, and site application issues. The RC service engineer will be working on RC & related products in New Product Introduction (development), Continuous Product Improvement, and DSN (Dealer Support).
Job Responsibilities: • Provide technical support remote and in person to dealers and customers • Gather input from the field for issue fixes, new features, customer/dealer feedback supply to various engineering teams in Hardware, Software, and Networking
New Product Introduction (NPI) projects. • Complete NPI product support deliverables including field development and field follow projects as required. • Complete NPI Product Support deliverables • Coordinate and complete Field Follow objectives as part of NPI programs.
Customer and Dealer Issue resolution- Implement and utilize support processes to respond, restore, and resolve issues. • Review equipment configuration, including hardware and software, or computer operating systems. • Provide hands-on product expertise to complete problem analysis and provide resolutions. • Escalate top priority issues to team lead. • Communicate with dealers regarding status, problem troubleshooting, etc. • Create and report product improvement ideas including functional enhancements and supportability improvements. • Responsible for resolving a high percentage of application issues, and prompt escalation to advanced engineering specialists when a quick resolution cannot be obtained. • Advocate on behalf of the dealer and customer to resolve technical product issues with product development engineering.
Education & Experience Required:
- Associates Degree preferred or equivalent experience required.
- 2+ yrs of in field heavy equipment support
- 2+ yrs of on machine technology
Technical Skills
(Required)
- Heavy Equipment Electrical and CAN Troubleshooting
- Knowledge of computer software and operating systems, such as Windows, Ubuntu, Command Line and Terminal
- Microsoft Office Suite (Outlook, Teams, Onedrive, Sharepoint, etc.)
(Desired)
- Network, IT, or A/V support/Troubleshooting
Soft Skills
(Required)
- Communication (will be interacting with Cat customers) so this is critical
- Verbal and written communication skills, problem solving skills, customer service and interpersonal skills.
- Self-Motivated and Ability to work independently and manage one's time.
- Supporting multiple projects at a time
- Situational Awareness and Ability to adapt to situation at hand
(Desired)
- Mentoring skills necessary to provide support and constructive performance feedback.
- Ability to communicate with those who speak broken English.
- Speak other languages (Spanish, Portuguese, French)