Product Support Engineer, Repairs

Would you like to take this opportunity to influence the industry towards a more responsible use of the world’s natural resources?

At Metso Outotec you will join a supportive and inclusive network of colleagues from around the world. There will always be a chance for you to learn and try something new.

This is your invitation to rise above what was possible yesterday.

Job posting end date: 03/31/2023

Repairs Product Group, Professional Services Business Line

Location: USA (Waukesha, WI or Mesa, AZ), Brazil (Sorocaba), Peru (Arequipa), Chile (Antofagasta)

The Repairs Product Group is responsible for the Repairs business in Metso Outotec. Metso Outotec operates a network of Service Centers that are capable of performing repairs and refurbishments on Metso Outotec equipment as well as 3rd party equipment. All our repair and service activities are designed to maximize the productivity, safety and reliability of our customers’ equipment. Our Service Centers offer a full range of services to precisely inspect, repair, and return equipment to service. We serve customers in the mining, aggregates business as well as other industrial markets around the world. One of the key roles of the Repairs Product Group is to develop profitable products/offerings and provide technical support to the market areas in executing repair cases.

We are seeking a motivated, results oriented Product Support Engineer who can effectively work with multiple stakeholders to provide a high level of technical support to Service Centers globally to resolve issues with all types of Repairs for mining and aggregate equipment. Technical support involves trouble shooting, wash/wear/crack evaluation, vibration issues, resolving manufacturing/repair deviations, re-design of replacement components, and assisting in complex Repairs proposals, among others. The role also involves providing technical input to product/offering development activities.

The preferred location for this role is either in USA (Waukesha, WI or Mesa, AZ), Brazil (Sorocaba), Peru (Arequipa), Chile (Antofagasta).

Key Accountabilities And Responsibilities

Provide the highest technical expertise in the area of trouble-shooting, technical solutions, workshop operations for repair services

Provide technical support in Repairs related inquiries or problems

Participate in technical warranty claims or customer complaint handling

Manage Technical Knowledge Management (Repairs related work instructions, information database, product database, NCR´s, etc.)

Provide input to Technical Documentation, such as manuals, service workbooks and eCatalogues

Ensure systematic case handling through workflow/ticketing system according to agreed response and resolution times with adequate resolution information

Support Repairs product development activities

Technical sales support to Market Areas for complex offerings

Support Market Areas to develop work scope and procedures for unique, one-off or highly complex repair cases

Other duties as assigned

Position may involve customer meetings and traveling to job sites

To succeed in this role, you will need

Strong customer services skills

Experience with various repairs processes, procedures and work methods, preferably in the Mining or Aggregates industries

Experience working in a repair and/or manufacturing environment

Strong written and oral communication skills

Planning and coordination skills and the ability to effectively work with multiple stakeholders across different time zones

Technical understanding of Metso Outotec technologies

Technology/software skills: MS Office, CAD software

Engineering degree and/or applicable experience

We are looking for a self-directed person who can work independently and effectively in a multi-cultural global matrix organization. We offer you an interesting and challenging task in an international environment, with excellent possibilities to develop your personal and professional skills in a world-leading company in minerals and metals processing technology.