Field Technical Support Engineer: Proactive Problem Solver

Position Overview :

Working closely with Caterpillar and our customer base, you will be responsible for handling new and existing product problems. This could be anything from engine failure to proactively evaluating and eliminating potential failures. Timely solutions are imperative with a proactive approach to minimizing impact to the business. You will also support new product introduction by working closely with Caterpillar on close field follow programs.

Company:

Finning (UK) Ltd

Number of Openings:

1

Worker Type:

Permanent



Position Overview :

Working closely with Caterpillar and our customer base, you will be responsible for handling new and existing product problems. This could be anything from engine failure to proactively evaluating and eliminating potential failures. Timely solutions are imperative with a proactive approach to minimizing impact to the business. You will also support new product introduction by working closely with Caterpillar on close field follow programs.

Finning are the world's largest Caterpillar dealership delivering unrivalled service for 90 years. We sell, rent, supply parts, service and repair equipment and engines to customers in various industries, including mining, construction, petroleum, forestry, and a wide range of power systems applications.



Job Description :

Major Job Functions

• Identify & co-ordinate product problem resolution. Maintain product problem, risk, resolution & status report in Dealer product problem management system (DPPM) via DSN.
• Work closely with Suppliers to improve product reliability & warranty expense. Monthly review with Caterpillar technical reps & service engineers demonstrating the output from the meeting (DPPM). Proactive approach via service letter, PIQ & field follow programmes.
• Develop & maintain relationships with the service delivery network. Visibility within the service operations e.g. engineer tool box talks. Proactive communication of technical information via engineer forum. Provide coaching and mentoring for the technical network.
• On-site critical customer / product problem assistance. Co-ordinate and assist service operations with on-site support to reduce customer & business impact including failure analysis & fire/incident investigation.

• A competitive salary
• 25 days annual leave + bank holidays (purchase additional 5 days holiday)
• Annual Bonus
• Laptop and phone
• The additional benefits attached to this role include a generous reward scheme, up to 7% pension, life insurance, access to the company a share scheme, and healthcare benefits (medical, optical, hearing, dentistry, and physio)
• You will benefit from enhanced maternity and paternity packages, family-friendly policies to support working parents, enhanced flexible working options, support from a team of 40+ Mental Health first aiders, employee wellbeing solutions, the opportunity to support your charity of choice via “Give As You Earn”, and length of service & recognition awards.

• Good interpersonal skills
• Fully conversant with Caterpillar & Finning computer systems including, but not limited to:

• Produce monthly top five issues report to Service Technical Supervisor.
• Provide information and Technical Support to Engineers to enable the first-time fix.
• Product problem resolution in order to prohibit potential exposure of what could be up to £500k, worst case scenario.
• Internal/external customer satisfaction.
• Service response time.
• DSN completion rate & satisfaction survey completion percentage.
• PPM data accuracy. Safety & Priority PIP completion metrics.
• PIQ DSN completion rate within predetermined time lines.
• Financial:
  Reduce E&T Business Risk by £250-500K per…