Job Description

Job role:

To support the Dealer Service Network (DSN) by assisting dealers with diagnosing and resolving technical issues related to electronic components and software in heavy equipment, ensuring smooth operations and customer satisfaction.

Technical Skills

• Troubleshooting electronics and software systems : Ability to diagnose and resolve issues with electronic components and integrated software.
• Understanding of wire harnesses, sensors, displays, and system integration : Familiarity with hardware components and their interaction with software systems.
• Reading and interpreting technical materials : Capability to guide dealers using manuals, schematics, and diagnostic tools.
• Experience with heavy equipment or automotive systems : Especially Caterpillar, Komatsu, Deere, or military-grade machinery.

Professional Experience

• Dealer service technician background : Highly preferred, especially with OEMs or large manufacturing setups.
• Field experience : Hands-on exposure to troubleshooting in real-world environments.
• Engineering project work : Especially from college or internships involving hands-on technical problem-solving.

Communication Skills

• Strong verbal and written communication : Ability to interact with both engineering teams and field technicians.
• Translating technical concepts : Must be able to simplify complex engineering ideas for practical use by dealers.
• Customer handling : Managing challenging field situations with professionalism and clarity.

Educational Qualifications

• Associate degree preferred : Bachelor's or Master's acceptable with relevant experience.
• High school diploma : May be considered if backed by extensive relevant experience (7–10 years), but not preferred.

Additional Skills

• Use of ticketing systems : For managing dealer support requests.
• Collaborative mindset : Working closely with service engineers and cross-functional teams.

Adaptability : Willingness to occasionally travel to proving grounds or customer sites (up to 10–25% of the time).

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