Service Engineer

İşin təsviri

BORUSAN CAT AZERBAIJAN

DEPARTMENT: CUSTOMER SUPPORT

POSITION: SERVICE ENGINEER

POSITION SUMMARY

Service Engineer is responsible for:

• Managing all warranty and technical support related to customer support department.

RESPONSIBILITIES

• Report the processes done within the warranty procedures and follow-up the payment related warranty processes.
• Report the undefined failures to Caterpillar in order to advise Caterpillar.
• Train the technicians for the newly released service manuals.
• Order the parts related to the published modifications.
• Give technical information service to other departments for machine and parts issue.
• Manage Product Support Program (PSP) and Product Improve Programs (PIP).
• Manage product delivery reports and enter these to Caterpillar system.
• Track special machine and components failure and modifications and inform these to Caterpillar.
• Plan all Caterpillar service literatures and  continuous publications  distributions to related  personnel
• Give technical suggestions and define technical problems to Service Supervisor and Customers.
• Arrange customer visit in order to get technical info.
• Ensure the Job Safety and Employee health protection program in the workshop.
• Organize field technicians in order to response customer’s service request. Join the field team if necessary.
• Plan and follow up the technician activity and efficiency.
• Realize the Annual Service Budget within the region.
• Plan and follow up the Customer Support Agreements.
• Define the failure on the machine and component, ensure to open work order, prepare the labor and parts quotation and release the process after customer’s approval.
• Control the purchase document released for outsource suppliers for service requirements.
• Ensure the contamination control program done in workshop and field.
• Work in compliance with the Group Ethic Standards and Principles and making others do the same.
• Fill and preserve all kinds of required documents, contracts, reports and other papers.
• Perform other tasks specified in the procedures.
• Checking daily-monthly service report to reach the service budget.
• Take necessary action to improve service Key performance Indicators (KPIs).
• Constitute service costs and taking measures to reduce them.
• Check the product and support services supplied by the local suppliers and subcontractors and making studies to lower them.
• Ensure to fulfil service projects committed to Caterpillar.
• Respond to customer complaints, giving technical guidance to the support activities and taking necessary measures for these complaints to be resolved and not get repeated.
• Form the yearly training programs for the service staff.

REQUIRED QUALIFICATIONS

• Engineering (preferably Electrical or Mechanical) degree from an accredited university or college.
• At least 2-3 years of relevant experience.
• Strong quantitative and analytical skills.
• Collaborative worker and teambuilding ability.
• Positive "can do" attitude with a passion for customer service.
• Confident, assertive self-starter who is extremely organized and goal driven.
• Excellent interpersonal, written and verbal communication skills.
• Proficiency with MS Word, Excel, PowerPoint, and Outlook.
• Fluency in written and oral Azerbaijani, English and Russian. Fluent proficiency in Turkish highly preferred.
• Ability to travel on occasion.
• Local candidates strongly preferred.

If you are interested in this job, please email your resume preferably in Word or PDF format with a letter of interest specifying particular suitability for the position and minimum expected salary to [email protected] specifying the Job Title in the subject line or call +99 (412) 565 26 38 for further information. Only shortlisted candidates will be contacted. Applications close on November 26, 2017.

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