Role Description

We are immediately seeking a skilled professional with experience in identifying and resolving hardware and software issues for an external customer base. In this role, you will provide support services that include investigating, troubleshooting, and diagnosing application and technical problems, followed by restoring service through corrective actions and permanent resolutions. This includes both software and onboard hardware for a global group of Mining Technology customers and dealers.

Key Responsibilities

+ Implement and utilize standard support processes to respond to, restore, and resolve issues.

+ Advocate on behalf of customers to resolve technical product issues in collaboration with product development engineering.

+ Participate in New Product Introduction (NPI) projects.

+ Complete NPI product support deliverables, including field development and field follow-up projects as required.

+ Provide 24/7/365 Level 3 product support.

+ Mentor and train Level 2 product support teams prior to NPI program completion.

+ Fulfill NPI product support deliverables as assigned by Product Service Engineers.

+ Coordinate and complete Field Follow objectives as part of NPI programs, providing hands-on product expertise to perform problem analysis and deliver Interim Corrective Actions (ICA).

+ Manage incident cases in accordance with posted Support Level Agreement (SLA) metrics.

+ Escalate high-priority issues to the team lead.

+ Process CPI/CER tickets and route them to the appropriate parties.

+ Communicate with dealers regarding case status, troubleshooting steps, and resolutions.

+ Report issues through the CPI (product defect) process to ensure proper resolution of recurring problems.

+ Maintain a support environment that facilitates effective diagnostics and customer connectivity.

+ Propose and document product improvement ideas, including functional enhancements and supportability improvements.

Product Service Engineers are expected to resolve a high percentage of application issues and escalate to advanced engineering specialists when a quick resolution is not feasible.

+ Act as a liaison between client implementation teams, product development teams, and other support personnel to ensure appropriate corrective actions are taken and that industry-standard change management and support processes are followed.

Basic Qualifications

+ Ability to work independently and as part of a team.

+ Self-starter with initiative and follow-through.

+ On-site field experience troubleshooting issues in high-stress and potentially harsh environments.

+ Experience providing first-call technical support for enterprise-level applications directly to customers.

+ Proficiency in problem management and root cause analysis for complex applications.

Preferred Qualifications

+ Experience in the mining industry.

+ 10+ years of experience supporting technology in an industrial environment.

+ Product demonstration experience.

+ Familiarity with Caterpillar’s New Product Introduction (NPI) process.

+ Advanced knowledge and experience with Windows Server and virtual machines.

Skills

+ Troubleshooting

+ Technical support

+ Mechanical aptitude

Additional Skills & Qualifications

+ Field experience with hardware troubleshooting or general hardware knowledge.

+ Component-level hardware troubleshooting (without disassembly).

+ Electronics experience is beneficial, particularly for diagnostic purposes.

+ Ability to replicate customer-reported issues using available equipment and mock installations.

+ Experience working with suppliers to identify root causes of hardware failures.

Pay and Benefits

The pay range for this position is $20.00 - $26.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Tucson,AZ.

Application Deadline

This position is anticipated to close on Jun 13, 2025.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.