Technical Analyst

Overview

This role focuses on delivering outstanding customer service and technical support to clients facing issues with diagnostic products or services. The Technical Analyst will assist customers through phone, email, or in-person communication, offering guidance on product use, troubleshooting, and problem resolution.

Key Responsibilities

• Maintain and enhance product functionality within assigned scope.
• Support the launch of new products into the market.
• Report product-related issues to management promptly.
• Provide advanced troubleshooting support to artisans and technical assistants on complex machinery and components.
• Conduct failure analyses on defective parts and components.
• Prepare detailed reports on product condition and malfunctions.
• Generate and address comprehensive reports about product concerns to Service Engineering and management teams.
• Disseminate and ensure execution of the latest product updates.
• Deliver expert technical assistance for warranty claims and conduct 1-hour training sessions.
• Practice effective self-management and accept responsibility for performance outcomes.
• Ensure product problems are resolved in line with Service Letter protocols.
• Engage in negotiations with Caterpillar regarding warranty disputes.
• Collaborate with Service Engineering and Caterpillar on product-related issues.
• Monitor product health and implement field follow-up projects.
• Troubleshoot complex failures both remotely and on-site.

Qualifications & Skills

• Complete Grade 12 certificate.
• Qualified Artisan at an advanced technical level or hold a diploma in Diesel Mechanics or Earthmoving Equipment.
• Proven ability to transfer both practical and theoretical knowledge effectively.
• Strong interpersonal communication skills.
• Proficient in using computers, including MS Office and Caterpillar systems.
• Familiar with Service Technician Workbench and Caterpillar websites such as SIMSI, PIS, DSN.
• Skilled in business communication and presentations.
• Capable of task planning and prioritization.
• Understanding of the BWE Quality system.

Experience

• Completed Caterpillar Advanced certification is required.
• At least 12 years of post-apprenticeship experience, including a minimum of 5 years in field service.
• Minimum of 3 years as a Technical Analyst.
• Exceptional knowledge of product operating systems, testing, adjustment, and troubleshooting.
• Strong problem-solving and failure analysis capabilities.
• Ability to compile accurate, professional failure and condition reports.
• Understanding of how site severity conditions influence machine health.