Mining Technology Specialist

Harnish Group Inc.

is the Caterpillar Dealer in central and western Washington, central and eastern Montana, northwestern Wyoming, northwestern North Dakota and the state of Alaska.

Our Member Companies are N C Machinery, N C The Cat Rental Store, N C Power Systems, Tractor & Equipment Co., The Cat Rental Store, and SiTech, representing Caterpillar, and other manufacturers.

We are a family owned and managed company with 1,200 employees.

Our Mission is to help our customers succeed by providing premier business solutions delivered by engaged employees through teamwork and excellence.

We have a great opportunity for a motivated individual to join our Mining team in Fairbanks.

Cutting-edge technology with Caterpillar's Mine Star offerings is driving the need for a person with a special skill set.

The right person will interface with our mining customers, the N C Machinery and Tractor & Equipment Co.

Sales and Service Departments, and the Caterpillar Mining Technology Enabled Solutions (MTES) team to support and assist in selling and supporting the various Mine Star solutions.

Position Objective: To provide technical and support to our mining sales force to enable them to sell mining technology products to our customers.

This would include but not limited to sales presentations, helping with sales quotes and providing install assistance, and on/off site technical & maintenance assistance to our customers afterward.

Responsibilities Include:


* Own customer issue resolution for majority of reported issues leveraging Caterpillar and Caterpillar dealer resources


* Responsible for successful new Minestar deployments, major upgrades and integration at customer site


* Understand how the Minestar system works, interface with the Caterpillar dealer Solutions Network (DSN), and interface with the Product Support Specialist through Technology Solution Center (TSC) Salesforce to communicate technical issues with TES components such as factory passwords and/or Software-Enabled Attachments (SEAs)


* Provide consulting services to customer on Minestar products to drive further value for customer


* Understand the overall system support issues that include machine calibration and measure up, system troubleshooting (on-machine and back office) across offerings


* Periodic support case review with Customer Site Champions


* Communicate customer priorities and indicate top cases to Caterpillar


* Act as front-line interface with customer to manage technical issue resolution in clear, understandable way


* Manage issue escalation to Caterpillar support and developers, provide field feedback, receive product updates and information from Caterpillar


* System upgrade planning


* Work closely with field techs / shop techs, manage escalations from technology support technicians to resolve issues


* Provide technical training and support to technology service technicians


* Accountable for staying up to date with C...