Mining Technology Specialist

N C Machinery Co.•Fairbanks, AK

11h

About The Position

Harnish Group Inc. is the Caterpillar Dealer in central and western Washington, central and eastern Montana, northwestern Wyoming, northwestern North Dakota and the state of Alaska. Our Member Companies are N C Machinery, N C The Cat Rental Store, N C Power Systems, Tractor & Equipment Co., The Cat Rental Store, and SiTech, representing Caterpillar, and other manufacturers. We are a family owned and managed company with 1,200 employees. Our Mission is to help our customers succeed by providing premier business solutions delivered by engaged employees through teamwork and excellence. We have a great opportunity for a motivated individual to join our Mining team in Fairbanks. Cutting-edge technology with Caterpillar's Mine Star offerings is driving the need for a person with a special skill set. The right person will interface with our mining customers, the N C Machinery and Tractor & Equipment Co. Sales and Service Departments, and the Caterpillar Mining Technology Enabled Solutions (MTES) team to support and assist in selling and supporting the various Mine Star solutions. Position Objective: To provide technical and support to our mining sales force to enable them to sell mining technology products to our customers. This would include but not limited to sales presentations, helping with sales quotes and providing install assistance, and on/off site technical & maintenance assistance to our customers afterward.

Requirements

Must have strong knowledge of mining engineering and concepts.
Will analyze and interpret VIMS, fault codes and MineStar data and provide production and efficiency improvement reports and recommendations to mine sites.
Must have excellent written and verbal communication skills and be a self-starter.
BS degree.
Some travel required – 50% +

Responsibilities

Own customer issue resolution for majority of reported issues leveraging Caterpillar and Caterpillar dealer resources
Responsible for successful new Minestar deployments, major upgrades and integration at customer site
Understand how the Minestar system works, interface with the Caterpillar dealer Solutions Network (DSN), and interface with the Product Support Specialist through Technology Solution Center (TSC) Salesforce to communicate technical issues with TES components such as factory passwords and/or Software-Enabled Attachments (SEAs)
Provide consulting services to customer on Minestar products to drive further value for customer
Understand the overall system support issues that include machine calibration and measure up, system troubleshooting (on-machine and back office) across offerings
Periodic support case review with Customer Site Champions
Communicate customer priorities and indicate top cases to Caterpillar
Act as front-line interface with customer to manage technical issue resolution in clear, understandable way
Manage issue escalation to Caterpillar support and developers, provide field feedback, receive product updates and information from Caterpillar
System upgrade planning
Work closely with field techs / shop techs, manage escalations from technology support technicians to resolve issues
Provide technical training and support to technology service technicians
Accountable for staying up to date with Caterpillar service letters and service mages and distributing information across Caterpillar dealer
Perform installs and basic repairs of onboard technology
Performs maintenance, repairs, calibration, advanced installations of onboard technology for more complex products, deploys back office solutions
Performs advanced troubleshooting and system setup, configuration and calibration of both onboard and back office technology conduct formal presentations, customer training, product/software demonstrations, and provide technical and sales support (both on-site and remotely).