Product Service Engineer Resume Sample
Aaron MacGyver
79307 Prosacco Trafficway,
San Francisco,
CA
+1 (555) 889 9595
Work Experience
Senior Generator Product Service Engineer
02/2017
-
PRESENT
Detroit, MI
- Lead multiple projects at one time, utilizing the DMAIC 6 Sigma methodologies
- Develop technical publications associated with the projects, which include, but not limited
- Create product identification spreadsheets to track product serial numbers, machine type, and type of software on each machine.
- Respond to dealer/customer and other Caterpillar employee questions regarding product performance
- Maintain communications on the level necessary for multi plant involvement on a worldwide basis
- Monitor the overall performance of products to reduce warranty costs and to meet needs of customers worldwide
- Monitor results after change
- Provide technical dispositions to customers for new unit installation / startup, issue resolution, risk mitigation and other outage work scopes
Product Service Engineer
09/2012
-
01/2017
Boston, MA
- Lead Root Cause Analyses of equipment issues / failures and present findings to customer(s)
- Coordinate support between engineering teams, commercial teams, manufacturing, service shops and suppliers to develop and implement technical solutions to meet customer needs and maximize equipment availability
- Develop effective internal and external communications (Customer presentations, Service bulletins, Alert letters etc.) to provide guidance on major issue resolution
- Communicate fleet and product issues to engineering teams, commercial teams, and product line leaders to identify new opportunities and drive development of effective offerings
- Partner with Design CoE on strategies for new product and improvement programs based on fleet data and customer feedback
- Participate in technical conferences as subject matter expert
- Travel to customer sites to support / resolve critical and/or safety related field issues
- Provide oversight of Key Customer Initiative report development, present report and recommendations to customer(s)
- Respond to internal and external customer requests for technical issue resolution (ER/PAC), using technical product knowledge and analytical skills while adhering to sound engineering principles, standards, practices, procedures
Reciprocating Engine Product Service Engineer
12/2006
-
03/2012
San Francisco, CA
- Assess customer issues and develop the technical solution to meet customer needs
- Maintain a network within PC Engineering to tap into the expertise as needed to support resolving customer issues
- Build and lead cross-functional teams as needed to drive solutions and root cause analysis
- Assess the risk of similar issues repeating for other installations and drive proactive measures in the design process or field to mitigate issue from reoccurring
- Be the customer advocate in the issue resolution process and escalate as needed to expedite solutions
- Support knowledge transfer to simplify response time for reoccurring issues
- Analyze conditions reported from the field L1 / Tech Support L2 and determine action needed to resolve problems while maximizing customer and GE profitability and ensuring continued safe and reliable equipment operation
Education
Auburn University
2000 - 2005
Engineer's Degree in Mechanical
Professional Skills
- Demonstrated excellent troubleshooting skills and the ability to work effectively in a high velocity environment
- Demonstrates excellent troubleshooting skills
- Possess strong interpersonal, organizational, customer service/support skills and be able to work effectively in a team environment
- Strong communication involving trouble shooting skills of technical information over the phone, email, and in-person
- Effective communication, customer focused, interpersonal and collaboration skills, ability to organise workload, priority setting
- Strong initiative, interpersonal, organizational and teamwork skills
- Good report writing and personal organizational skills
How to write Product Service Engineer Resume
Product Service Engineer role is responsible for customer, analysis, engineering, training, spanish, integration, multilingual, english, communications, organization.
To write great resume for product service engineer job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Product Service Engineer Resume
The section contact information is important in your product service engineer resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Product Service Engineer Resume
The section work experience is an essential part of your product service engineer resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous product service engineer responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular product service engineer position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Product Service Engineer resume experience can include:
- Lead customer report out sessions to closure with outstanding communication skills
- Develop/validate/approve training content for e-learning modules, videos, instructor lead courses, etc
- Experience in service, service engineering and product support related positions
- Experience in service, service engineering, and product support related positions
- Extensive experience in service, service engineering and product support related positions
- Experience in parts, service, engineering, or product support related positions
Education on a Product Service Engineer Resume
Make sure to make education a priority on your product service engineer resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your product service engineer experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Product Service Engineer Resume
When listing skills on your product service engineer resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical product service engineer skills:
- Excellent communicator with technical clients, Good interpersonal skills and the ability to influence and motivate others
- Solid project management experience. Proven ability to run projects in an efficient and effective way during the entire project cycle
- Effective communications skills, credibility, persuasiveness
- Solid problem analysis skills, uses initiative, gains commitment and /or persuasiveness to drive results
- Solid problem analysis skills, uses facts & data, and can look beyond the obvious to search for root causes to product problems
- Experience working with machine systems, including strong proficiency working with electrical and hydraulic systems
List of Typical Experience For a Product Service Engineer Resume
1
Experience For Power Electronic Product Service Engineer Resume
- Technical Training on Caterpillar machines through experience as test/design engineer, dealership technical experience, or Tier 2 DSN
- Fluent German and English language skills both in written and oral form
- Experience in mining or with heavy equipment
- Company experience
- Job related experience
2
Experience For Senior Generator Product Service Engineer Resume
- Electronic Technician and SisWeb experience
- Able to build strong relationships with global stakeholders, business partners and customers
- Product Demonstration experience
- Liaising with Product Development, Product Managers, Marketing and other parent company departments to aide in solving support cases
- Providing regular updates to the owner of Tier 2 support cases
3
Experience For Reciprocating Engine Product Service Engineer Resume
- Identifying tests that need to be completed, data to be obtained and interpreted for course of action
- Support initial delivery and commissioning of pilot machines, including training on latest features
- Foster knowledge sharing and actively contribute in enriching the knowledge database
- Accumulate costs / failure reports & invoices for submitting to motor supplier for reimbursement per contract and for driving quality improvement
- Remain current in all Environment, Health & Safety (EHS) and GE Learning training requirements
- Communicate with dealers regarding status, problem troubleshooting, etc
4
Experience For Product Service Engineer Small AC Resume
- Maintain product service requirements through a partnership with product marketing and engineering teams
- Performs training lab equipment maintenance and repair efforts to ensure training equipment is operational at all times
- Provide operation and marketing training to end users, Dealers, and internal
- Share lessons learned with the Engineering team to avoid reoccurring issues
- Deliver ‘on the job’ technical training for Dealers / Distributors and OEMs during site visits to improve network & customer capability
- Remain current in all EHS and GE Learning training requirements
5
Experience For Product Service Engineer Steam Turbines Resume
- Innovative and thirst for knowledge, always learning, show courage in driving concepts into reality
- Solution oriented, continuously working to gain higher domain expertise, and utilizing that
- Familiar with the mining industry and large mining trucks
- Participate in product safety issue reviews and writing of CTC (Customer Technical Communication) PSSB (Product Service Safety Bulletin)
- Report issues within the CPI (product defect) process to assure proper resolution to ongoing issues
- Documentation of all machine details in PPRD, including: machine location, hour accumulation, service work and all issues reported from customer or dealer
- Sound knowledge of engineering principles and ability to interpret data and provide an informed opinion and conclusions based on the data
6
Experience For Electronic Product Service Engineer Resume
- Able to establish rapport and working relationships with a variety of personalities in order to develop interdepartmental relationships
- Basic knowledge and understanding of electronics and electrical power systems
- General understanding of CAT dealer and Perkins Distributors service operations
- Proficient in the use of diagnostic software with the ability to set troubleshooting procedures and test plans
- Familiar with the mining industry and Underground Hard Rock vehicles
- Current engine technology knowledge, including aftertreatment, control systems and systems integration
- Proficient in the use of CAT ET / Perkins EST and able to set troubleshooting procedures and test plans
7
Experience For Senior Product Service Engineer Resume
- Available for 30-50% travel time, shift working times and call on duty over weekends
- Functional knowledge of Reciprocating engine design, structure & operation
- Work with engineering to develop ICA and PCA corrective action and implement field fixes and product support programs
- Perform complex machine troubleshooting
- Basic understanding of structures, undercarriage, engine, and emission systems
8
Experience For Command for Hauling Product Service Engineer Resume
- Familiar with company systems including PPRD, NPI system, HVC desktop, SIMSi
- Perform functional testing when applicable
- Train internal product support teams on supporting the system
- Clear understanding of the basic roles, functions, and products / services / repairs within GE Renewable Energy OnShore Wind
- Provide out of hours emergency issue support, limited
- Travel to GE and customer site, limited
9
Experience For Product Service Engineer Resume
- Creation of work instructions and verification of technical wind turbine documentation
- Drive and lead product services issue resolution with Quality and integrity
- Utilize experience addressing warranty issues and data available in warranty issues database to identify quality concerns and negative warranty trends; work effectively with manufacturing quality, supplier quality and various other functions to address these concerns / trends
- Participate / lead periodic reviews with plant quality management to highlight top issues
- Document actions taken and costs incurred in resolution of customer warranty claims, as well as populating case details in database to allow extraction of failure data for tracking / trending of quality issues
10
Experience For Power Electronic Product Service Engineer Resume
- Populate knowledge database with solutions provided for specific warranty claims / customer concerns
- Follow-up, as necessary, with engineering, manufacturing and other functions to ‘close the loop’ on warranty issue resolution, ensuring all short and long-term corrective actions are documented and implemented to avoid recurrence
- Initiate holds and coordinate inspection of warehouse inventory in effort to avoid escaping defects and minimize warranty costs for issues associated with catalog products
- Provide backup product service support across other product lines, as necessary, to ensure timely and adequate response to all customer concerns
- Travel to GE and Customer sites, limited
- Provide night and weekend emergency issue support, limited
- Perform administrative tasks required to support warranty service, quality improvement, and vendor reimbursements, such as
- Pay internal and 3rd party service shop and vendor invoices
- Issue Return Material Authorization (RMA)
List of Typical Skills For a Product Service Engineer Resume
1
Skills For Power Electronic Product Service Engineer Resume
- Strong mechanical aptitude and product knowledge and /or good engineering background
- Strong mechanical aptitude, product and systems knowledge, and /or a strong engineering background
- Familiar with company policies and procedures with a strong department backgroundAble to build strong relationships with various stakeholders
- Multilingual skills in Spanish and / or Chinese
- The ability to effectively communicate technical information to a broad range of audiences
- Experience with GPS, machine control and guidance system design or validation
- Communications skills, ability to organize work, credibility, persuasiveness and high stress tolerance are required
2
Skills For Senior Generator Product Service Engineer Resume
- Multilingual skills in Spanish and/or Portuguese
- Multilingual skills in English and / Spanish
- Direct your own work and communicate effectively with others
- Experience directly operating, supporting, or developing the Command for Hauling system
- In Underground Mining Drills engineering, Service, and product support related positions. Strong Drill mechanical aptitude and product knowledge
3
Skills For Reciprocating Engine Product Service Engineer Resume
- Experience developing technical service documentation such as operations and maintenance manuals and electronic troubleshooting guides
- Experience utilizing Oracle, TCP/IP networking, Microsoft client and server platforms
- Strong understanding of hydraulic systems – including EH controls
- Profound experience on Reciprocating Engine designing, operation, maintenance, or equivalent
- Previous experience in an engineering design environment
- Experience of writing technical document and reports
4
Skills For Product Service Engineer Small AC Resume
- Experience and knowledge of systems used to support product including SISweb, SIMS, RWA, High Velocity Desktop
- Experience working in the field, dealer, or in heavy equipment service
- Experience and knowledge of systems used to support product including SISweb, SIMS, RWA, High Velocity Desktop, CPI BIQ
- Previous experience within either a Product Support or customer facing technical role
- Engine troubleshooting and fault diagnosis experience
- Excellent problem-solving capability, customer and application knowledge, detailed engine knowledge (0.5 to 18L)
- Experienced on Reciprocating Engine design, operation, maintenance, or equivalent
- Experienced in engine, plant or systems commissioning and/or operation with focus on controls, electrical and software matters
5
Skills For Product Service Engineer Steam Turbines Resume
- Several years of experience in customer facing roles (Field Service, Project Management, …)
- Tertiary qualifications in Engineering or equivalent experience
- Extensive experience in Service Engineering or Product Support roles
- Experience in product service or service engineering, and /or product support related positions
- Good knowledge of building construction products and product application
- Proven knowledge of Woodward and/or control systems
- Strong knowledge of Aero Engine, package, and systems
6
Skills For Electronic Product Service Engineer Resume
- Demonstrated ability to represent company in customer communications
- Demonstrated ability to interact successfully in a heavily matrixed organization
- Experience leading resolution of complex multifaceted problems
- Proven ability to work with global team members across cultural boundaries
- Experience with Equipment, particularly in a technical capacity
7
Skills For Senior Product Service Engineer Resume
- Experience in Steam turbine operation/maintenance/Installation
- Experience in HD GT operation, maintenance and Installation
- Relevant experience with heavy equipment
- Experience with developing and editing video content and presenting in front of large groups
- Experience with network infrastructure involving hardware and software services
- Experience with onboard applications involving sensors, instrumentation, on-machine displays, and electrical/electronics components
- Knowledge and experience with NPI and CPI process for the following support systems: SISWeb, Sims, PIS, RWA, HVC, Issues List, DCC, etc
8
Skills For Command for Hauling Product Service Engineer Resume
- Two to five years' experience with product support and product development
- Experience with Ethernet communication
- Experience with schematics, complex electrical / electronic systems, and test equipment
- Experience as a parts rep, field service and/or product support
- Experience with AS400 and/or SAP
- Experience and knowledge of the NPI/ CPI process
- Strong mechanical aptitude and product knowledge
- Product related and/or field experience
9
Skills For Product Service Engineer Resume
- Experience and knowledge of various product support systems such as CPI, SISweb, SIMS, RWA, PIS
- Job related experience
- EPlan and Automation Studio experience
- Advanced Business Objects knowledge and experience
- Advanced Windows Server VM knowledge and experience
- Advanced information technology and application knowledge and support experience
- Experience in creation and execution of complex project management tools
10
Skills For Power Electronic Product Service Engineer Resume
- Knowledge and experience with the Minestar system
- Accumulating costs / failure reports & invoices for submitting to motor supplier for reimbursement per contract and for driving quality improvement
- Networking understanding of LAN and WLAN configurations
- Understanding of Cat Grade Control Systems, including 2D/3D systems
- Submitting / tracking warranty orders for repair / replacement motors and parts
- Understanding of LM products
- Understanding of controls or electrical systems
- Understanding of cellular & satellite data communications and GPS systems
- Providing product problem support through Call Center and Sales Force (TSC) Tier 1, 2 and 3 support
List of Typical Responsibilities For a Product Service Engineer Resume
1
Responsibilities For Power Electronic Product Service Engineer Resume
- Acts as a liaison with various Power Quality departments to execute departmental processes to effectively design, update and publish product service plans
- Escalate top priority issues to team lead
- Facilitating knowledge transfer opportunities to both field service and technical support employees through formal and informal instructional delivery methods
- Participate as a NPI core team member and have ownership of all NPI Product Support deliverables (Publications, Tooling, Training, Parts)
- Create CPI projects, finish CPI “find it”, present investigation pack in governance meeting, move CPI projects into “fix it” phase
- Develops and recommends details of repairs including materials required and repair procedures
- Advocate on behalf of the dealer and customer to resolve technical product issues with product development engineering
- Complete NPI product support deliverables including field development and field follow projects as required
- Lead the implementation of product lifecycle planning from New Product Introduction through end-of-service life
2
Responsibilities For Senior Generator Product Service Engineer Resume
- Adheres to and enforces electrical safety requirements in the training environment at all times
- Review requirements and build documents for upcoming NPI projects for quality and direction
- Assist training organization with material development
- Provide technical support to Aero Energy customers and GE customer facing team via ServiceNow systems, by phone or in face-to-face meetings
- Identify reoccurring issues for possible fleet containment and/or product improvement
- Support test cell troubleshooting
- Identify the customer issue, and work with headquarter tech support and engineering team for long and short-term corrective action
- Provide technical support for major field issues and End of Warranty Reports by providing the resolution input for PAC cases
- Create work instructions and troubleshooting guidelines to provide the Service teams the right tools to be more efficient
3
Responsibilities For Reciprocating Engine Product Service Engineer Resume
- Scrap / credit or scrap / replace of line rejects
- Initiate preparation and distribution of technical publications to identify problems, communicate resolutions, and announce product improvements
- Resolution of commitments; issuance of a CPI (Continuous Product Improvement) to formally document problems and provide follow-up on the resolution process through the plant problem lists
- Manage field follow machines by providing direction to field follow engineers, collaborate with participating dealers, and own the PPRD (Pre-Production Reliability Database) and MyNPI list
- Monitor the overall 2 MIS & 12 MIS engine products performance, investigate top warranty and DPU issues, to reduce warranty costs and to meet needs of customers worldwide
4
Responsibilities For Product Service Engineer Small AC Resume
- Take ownership of all AP region field issues, prioritize issues, lead cross functional teams to expedite closure of issues to meet internal and customer expectations
- Provide technical support to dealer personnel, product support, marketing units, design engineers, technical information division, test and evaluation, etc
- Act as the customer representative internally to drive an outward focus
- Primary global contact for internal partners and external dealer network to respond to product queries regarding technical, application, performance or other product related questions
- Conduct dealer and customer field visits to personally provide product support & technical assistance, to investigate field problems or gather product technical data supporting the role
- Support Continuous Product Improvement (CPI) and initiate action for product improvement through Product Improvement Programme/Product Support Programmes warranty program preparation to address commercial/business impact of field problems
5
Responsibilities For Product Service Engineer Steam Turbines Resume
- Develop field containment & field support plans, and deliver effective field communications such as Technical Information Bulletin (TIB), Service Magazine (SMAG) or Service Letter (SL) and communicate resolutions and announce product improvements
- Support and provide input to New Product Introduction (NPI) team for the setting of serviceability, reliability and durability goals and requirements for pilot field follow programs
- Experience with diesel engines and applications they are used in
- Keep Engineering, other Service Engineering management personnel, and the dealer organisation appraised of activities and/or status of product problems
- Develop/validate/approve content for service publications such as troubleshooting guides, Testing and Adjusting manuals, Systems Operations Manuals, Disassembly/Assembly manuals, etc
- Identify service tooling needs and working with tooling engineers to implement
6
Responsibilities For Electronic Product Service Engineer Resume
- Support NPI product support lead engineers with ensuring completion of product support tasks
- DSN contact for the Unit Rig mining trucks
- Single point of contact for all Unit Rig related parts inquiries – stocking, serviceability, and conversion
- Provide input to NPI (New Product Introduction) team to set serviceability, parts stocking levels, and complete all required NPI functions as related to parts
- Collaboration with technical information authors
- Work with design engineers to address serviceability issues
- Able to work in and with cross functional teams to achieve desired results
- Provide technical product support to dealer personnel, subsidiary service groups, marketing units, design engineers, technical information division for both Unit Rig and Caterpillar Large Mining Trucks
- Support design engineer activity; identify market needs to be considered in new/changes to product or aftermarket parts
7
Responsibilities For Senior Product Service Engineer Resume
- Provide technical product support to MPC dealers, Corporate Account Managers, Warranty Technicians, Sales Development, Product Support Development, Service Training, etc
- Respond to dealer/customer and other Caterpillar employee questions regarding aftermarket parts
- Conduct dealer and customer visits to personally provide aftermarket, technical assistance on urgent field problems and for follow up purposes
- Investigates hardware and software issues to determine reason for the failure and provides technical information for the continuous product improvement and participates as a team member on issue resolution projects
- Requests return of failed parts, and views and uses failure analysis knowledge to identify causes. Determines if further identification of failure modes are needed including laboratory and on machine analysis
- Assesses the impact of field product problems on the company and the customer and determines the best field support plan to serve both
- Coordinates and facilitates the product support readiness program for new products which require numerous contacts with departments worldwide
- Identifies key elements such as tooling, remanufacturing, service parts, service literature, and service training and coordinates timely completion of each element
8
Responsibilities For Command for Hauling Product Service Engineer Resume
- Conducts serviceability audits and provides input for the setting of product reliability, durability, and serviceability goals. Also conducts field follow programs to evaluate overall customer acceptance of new product and improve product design
- Mining Technology (MineStar) hardware and software issue identification and resolution for dealers and customers
- Implementation and utilization of standard support processes to respond, restore, and resolve issues
- Participate in New Product Introduction (NPI) projects
- Provide 24 x 7 x 365 Incident Management
9
Responsibilities For Product Service Engineer Resume
- Complete NPI Product Support deliverables as assigned by Product Service Engineers
- Coordinate and complete Field Follow objectives as part of NPI programs. Provide hands-on product expertise to complete problem analysis and provide ICA
- Incident Cases assigned are worked in an order to meet posted Support Level Agreement metrics
- Process CPI / CER tickets to responsible parties
- Support Service Engineers are responsible for resolving a high percentage of application issues, and prompt escalation to advanced engineering specialists when a quick resolution cannot be obtained
- Act as the liaison between the Caterpillar implementation teams, product development teams, and other support team members ensuring appropriate corrective actions are performed and that industry standard change management and support processes are followed
- Experience in providing first call technical support for enterprise-level applications directly with customers
- Experience in providing problem management and root cause analysis for complex applications
10
Responsibilities For Power Electronic Product Service Engineer Resume
- Previous work history with Caterpillar’s Autonomous Drill System (ADS)
- Influence product design and changes to ensure adherence to Eaton’s safety requirements and ease of serviceability
- Conducts comprehensive skills analysis to understand the knowledge needs of the service organization and implement through the design, development and facilitation of instructor led training sessions through lectures and laboratory exercises
- Partners with technical publications team to inform and develop field service procedures
- Creates and maintains partnerships with field and engineering resources to gather input, information, and lessons learned to be used in future product designs and enhancements
- Provide support to the Quality reporting team with metrics, database access and view of customer issues
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