Caterpillar Customer Support Engineer - Mining Equipment

Location:   Saudi Arabia

Job Title:   Customer Support Engineer – Mining Equipment
 
Reports to:  Product Support Manager
 
 
Primary purpose of the job:
 
The function will be to provide accurate and timely technical guidance and assistance to customers, helping them to implement cost-effective solutions for their Mining Equipment and Machinery
 
The C.S.E. will provide unbiased advice and guidance with a view to building and obtaining customer confidence and trust in his recommendations. 
 
Principal accountabilities:
 
- Carry out the designated "Call Plan" of regular visits to customers providing advice and guidance that is primarily aimed at assisting customers to obtain the best value from their Mining Equipment
 
- Follow up on all major service repairs once they are in the field. This will include quality checks on workmanship, carrying out adjustments, advising correct maintenance procedures, resolving warranty issues.
 
- Visit new equipment purchasers to advise on regular maintenance requirements and generally assist with customers maintenance programs
 
- From time to time become involved in complicated technical problems, troubleshooting product problems and liaising with Service Department to promptly identify correct "fixes".   
- Assist enrolled customers with their S.O.S. programme. This would involve on-site training in sample collection, administration of the programme, record keeping,
  helping customers  understand reports etc.
 
- Liaising with P.S.S. Department to carry out equipment inspection and condition reports.
 
- Be willing and capable of passing on his skills to Trainees under his supervision, in line with his Department’s Traineeship programme, or be receptive of being trained in coaching and assessing in the workplace. 
 
KPIs/KPAs:
 
1.     Volume & Value of sales leads generated for each Mining Equipment unit.
2.     Parts & Service Sales revenues resulting from his direct technical support and guidance
3.     Quality of Technical Reports and presentations to customers
 
Liaises with:
 
PSSRs
CMD Sales Reps.
PSS Dept.
Service Dept.
 
Job requirements:
 
Experience:
 
The C.S.E. will need to be a well-qualified, highly technical individual with the ability to communicate well at all levels. Experience requirements would have  to be:
 
Apprenticeship completed at a  Caterpillar Dealership.
 
At least 7 years post apprentice experience most of which should have been in Field Service. He should be a top-class Field Service Engineer at a well  recognized, sophisticated dealer.
 
A documented record of relevant Mining Equipment training accomplishments covering all  major products families.