Program Coordinator II

  • location: Mossville, IL
  • type: Contract
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job description

Program Coordinator II

job summary:
Required:

  • Technical Support
  • Windows
Preferred:

  • Mining Experience (Survey experience)
Description:



  • Mining Technology (MineStar) technical and application issue identification and resolution for dealers and customers.
  • Implementation and utilization of standard support processes to respond, restore, and resolve issues.
  • Advocate on behalf of the dealer and customer to resolve technical product issues with product development engineering.
  • Participate in NPI (New Product Introduction) projects to complete Product Support deliverables such as: Field testing new technology, work with engineering and development teams to overcome issues, provide documentation and training to global support team, create service magazines, schematics, and special instructions.
  • Client's Mining Technology Enabled Solutions (MTES), a department within Surface Mining and Technology, is currently seeking a Product Service Engineer.
  • In this role you will provide support services which include investigating, troubleshooting, and diagnosing application and technical problems, followed up with restoration of service through corrective actions and permanent resolutions. This includes software and on-board hardware, for a worldwide group of Mining Technology customers and dealers.
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  • Accountable for working with dealers and customers to monitor the overall product performance and coordinate improvements in its reliability, durability, maintainability and serviceability.
  • Accountable for refining, prioritizing, and organizing product problems for resolution from warranty claims, goodwill management, dealer input, MTES Commercial, and Industry Tech Rep input, customer input and field investigation.
  • Monitoring warranty and goodwill globally to ensure accurate execution/ training and drive quality efforts to manage costs.
  • Accountable for communicating and driving product quality via metrics and Quality Council with MTES and process partners.
  • Accountable for coordinating product problem investigation and resolution using CPI, statistical analysis, physical testing and analysis of field returns.
  • Accountable for working with engineering to develop ICA and PCA corrective action and implement field fixes and product support programs.
  • Accountable for providing product problem support through Call Center and Sales Force (TSC) Tier 1, 2 and 3 support.
  • After Engineering design verification at NPI GW3, accountable to work with the NPI teams to conduct supplier, manufacturing, and engineering design validation through NPI GW5 Pilot field follow and evaluate overall customer acceptance of new product.
  • Accountable for conducting serviceability and NPI GW5 Pilot performance audits, and provide input for the setting of product reliability, durability and serviceability goals compared to NPI GW1 technical and functional specifications.
  • Ensure training and parts availability prior to NPI GW6 Product launch.
  • Accountable for reducing warranty costs and customer impact of field product problems by developing and initiating cost justify field rework and product support programs.
  • Accountable for initiating service publications to announce significant product improvements (via Service Magazine) and temporary field fix information (via Tech Info Bulletin).
  • Accountable for issuing Parts Stock Authorization letters to meet abnormal demands due to new field problems.
  • Accountable for providing technical product support to Cleint dealers, Corporate Account Managers, Subsidiary Service Groups, Warranty Technicians, Sales Development, Product Support Development, Test & Evaluation, Research, Service Training, etc.
  • Accountable for participating in Safety Audits and provide technical assistance for defense in Product Liability lawsuits.
  • Accountable for conducting dealer and customer visits to provide expert technical assistance on urgent field problems.
Candidate Responsibilities


  • Product Support Manager and Team Leader: frequent discussions regarding priorities, directions, and assistance.
  • Product Support Team: frequent interaction and discussions with support analysts located in the United States, Australia, India, and Brazil.
  • Assure knowledge transfers between team members.
  • Implementation Team: frequent discussions regarding site-specific customer information. Liaison to ensure "problem free" transitions of new sites to the Product Health Team.
  • Engineering: frequent discussions regarding customer problems. Liaison to ensure problem diagnosis, information on patches/fixes and functionality issues are resolved.
  • Customers and Dealers: communicate on a regular basis status and resolution of issues
Typical Day:

  • Varies greatly: Some days will consist of working in an office setting where you will work on the following:
  • Support tickets, answer support phone calls, publish documentation, provide project management for various field follow projects, analyze failed components.
  • Some days will be on-site collaborating with dealers and customers to complete a field follow project.
  • This includes but is not limited to, fitment and installation of new products, documenting and raising supportability issues, validating product capabilities, working with CPI team to document and resolve issues.
Technical Skills Required

  • Fluent English speaking, reading, and writing.
  • Advanced information technology and application knowledge and support experience
  • Experience in providing first call technical support for enterprise-level applications directly with customers
  • Experience in providing problem management and root cause analysis for complex applications
  • Ability to effectively communicate with technically and non-technically skilled mining customers and dealers to develop partnerships/relationships
  • Process focused with the ability to execute service and incident management processes, and drive process improvements
  • Availability and desire to travel domestically and/or internationally on assignment at dealer locations and mine sites - approximately 25%
ENVIRONMENTAL CONDITIONS - This position requires open pit and underground mine site support work at times. The selected applicant will be required to complete and pass regulatory open pit and underground mine safety training, and travel to and work for short periods of time in open pit and underground mining environments. Time spent in a mining environment would typically include a single work week with daily work in the mining environment. Desired Skills / Qualifications: - Demonstrates excellent troubleshooting skills - Mining industry experience - Advanced Business Objects knowledge and experience - Advanced Windows Server VM knowledge and experience - Experience utilizing Oracle, TCP/IP networking, Microsoft client and server platforms - Preference will be given to candidates that are speak, read, and write Spanish, Portuguese, and/or French.

Must be a self-starter that can collaborate effectively as a member of a team. Excellent communication skills with internal and external customers is essential.

 
location: Mossville, Illinois
job type: Contract
work hours: 8am to 5pm
education: Bachelors
 
responsibilities:


  • Accountable for working with dealers and customers to monitor the overall product performance and coordinate improvements in its reliability, durability, maintainability and serviceability.
  • Accountable for refining, prioritizing, and organizing product problems for resolution from warranty claims, goodwill management, dealer input, MTES Commercial, and Industry Tech Rep input, customer input and field investigation.
  • Monitoring warranty and goodwill globally to ensure accurate execution/ training and drive quality efforts to manage costs.
  • Accountable for communicating and driving product quality via metrics and Quality Council with MTES and process partners.
  • Accountable for coordinating product problem investigation and resolution using CPI, statistical analysis, physical testing and analysis of field returns.
  • Accountable for working with engineering to develop ICA and PCA corrective action and implement field fixes and product support programs.
  • Accountable for providing product problem support through Call Center and Sales Force (TSC) Tier 1, 2 and 3 support.
  • After Engineering design verification at NPI GW3, accountable to work with the NPI teams to conduct supplier, manufacturing, and engineering design validation through NPI GW5 Pilot field follow and evaluate overall customer acceptance of new product.
  • Accountable for conducting serviceability and NPI GW5 Pilot performance audits, and provide input for the setting of product reliability, durability and serviceability goals compared to NPI GW1 technical and functional specifications.
  • Ensure training and parts availability prior to NPI GW6 Product launch.
  • Accountable for reducing warranty costs and customer impact of field product problems by developing and initiating cost justify field rework and product support programs.
  • Accountable for initiating service publications to announce significant product improvements (via Service Magazine) and temporary field fix information (via Tech Info Bulletin).
  • Accountable for issuing Parts Stock Authorization letters to meet abnormal demands due to new field problems.
  • Accountable for providing technical product support to Cleint dealers, Corporate Account Managers, Subsidiary Service Groups, Warranty Technicians, Sales Development, Product Support Development, Test & Evaluation, Research, Service Training, etc.
  • Accountable for participating in Safety Audits and provide technical assistance for defense in Product Liability lawsuits.
  • Accountable for conducting dealer and customer visits to provide expert technical assistance on urgent field problems.
Candidate Responsibilities


  • Product Support Manager and Team Leader: frequent discussions regarding priorities, directions, and assistance.
  • Product Support Team: frequent interaction and discussions with support analysts located in the United States, Australia, India, and Brazil.
  • Assure knowledge transfers between team members.
  • Implementation Team: frequent discussions regarding site-specific customer information. Liaison to ensure "problem free" transitions of new sites to the Product Health Team.
  • Engineering: frequent discussions regarding customer problems. Liaison to ensure problem diagnosis, information on patches/fixes and functionality issues are resolved.
  • Customers and Dealers: communicate on a regular basis status and resolution of issues
 
qualifications:
BS or greater in Computer Science, Electrical Engineering, Mining Engineering, or equivalent technical experience.

Field experience preferred

 
skills:
  • Fluent English speaking, reading, and writing.
  • Advanced information technology and application knowledge and support experience
  • Experience in providing first call technical support for enterprise-level applications directly with customers
  • Experience in providing problem management and root cause analysis for complex applications
  • Ability to effectively communicate with technically and non-technically skilled mining customers and dealers to develop partnerships/relationships
  • Process focused with the ability to execute service and incident management processes, and drive process improvements
  • Availability and desire to travel domestically and/or internationally on assignment at dealer locations and mine sites - approximately 25%

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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