Support Engineer

Required Skills for the Product Support Engineer

• Working knowledge of Information Technology Service Management (ITSM) processes.
• Technical Troubleshooting:
  Working knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation.
• Effective communications:
  The Product Service Engineer will be required to communicate with internal team members, external parties like Cat dealers and service tool users.
• Cable Maintenance
• VMWare Support & Image management

• Bachelor's degree preferred
• Serves as an Electronic Service Tools Product expert / Service Technology Subject Matter Expert. Stay current with all digital products and applications.
• Manages cases to provide an appreciated, secure and effortless experience with customers, dealers, and internal partners for every interaction.
• Triage / Troubleshooting – also support to Concentrix agents
• Tactical – Timely resolution and follow-up with customer & dealers
• Issue identification – reports in all forms from customers, dealers, industry reps and subsidiaries.
• Issue investigation – basic triage, statistical analyses, basic testing and analysis of application failures, etc.
• Resolution of commitments – formally document issues and provide follow-up on the resolution process with dealers, customers and appropriate internal teams.