POSITION SUMMARY
We are seeking a Product Service Engineer to support a cloud-based fleet management technology used within the quarry and mining industry. This role combines technical troubleshooting, cloud and networking support, product validation, and customer-facing problem resolution.
The Product Service Engineer will work closely with customers, dealers, support teams, and engineering to investigate technical issues, monitor product performance, coordinate corrective actions, and help improve product reliability and serviceability.
This is an excellent opportunity for an early-career technical professional who wants to build expertise in cloud technology, networking, technical product support, and mining technology applications.
KEY RESPONSIBILITIES
- Monitor product performance and work with customers and dealers to improve product serviceability, reliability, and maintainability.
- Investigate technical and product issues and coordinate resolution through Continuous Product Improvement (CPI) processes.
- Partner with engineering teams to develop and implement interim and permanent corrective actions.
- Troubleshoot and escalate complex technical issues across multiple levels of support.
- Perform product field validation and provide technical assistance for urgent field issues.
- Assist with product service documentation, technical publications, and release notes.
- Support the development of technical training materials.
- Provide technical assistance to commercial, training, implementation, and other internal teams.
REQUIRED QUALIFICATIONS
- Approximately 2+ years of relevant technical experience; applicable internship experience may be considered.
- Bachelor’s degree in Software, Computer Science, Information Technology, or a related technical field preferred.
- Hands-on knowledge of networking concepts and technologies, including Ethernet and IP networking.
- Experience with cloud computing technologies such as AWS and/or Azure.
- Strong IT and technical troubleshooting skills.
- Ability to diagnose technical problems and work collaboratively with engineering and support teams.
- Strong customer focus and effective written and verbal communication skills.
- Ability to work onsite five days per week.
- Ability and willingness to travel domestically up to 25%.
PREFERRED QUALIFICATIONS
- Experience with databases and SQL.
- Exposure to reporting or data visualization tools such as Power BI or Tableau.
- Experience supporting cloud-based applications or enterprise technology products.
- Previous Tier 2/Tier 3 technical support, application support, or product support experience.
- Mining, heavy equipment, industrial technology, or mining technology experience.
- Strong relationship-management skills.
IDEAL CANDIDATE
The ideal candidate may have experience as a Technical Support Engineer, Product Support Engineer, Application Support Engineer, Cloud Support Engineer, Systems Support Engineer, Product Service Engineer, or Product Service Consultant. They will have a strong troubleshooting foundation along with networking and cloud knowledge and enjoy solving technical problems while working directly with customers, support teams, and engineering.