Technical Analyst

About the role

The Technical Analyst provides expert customer service, technical support and troubleshooting for diagnostic products and heavy‑equipment services. Working directly with clients via phone, email or on‑site visits, the analyst ensures product health, resolves warranty issues and supports the introduction of new equipment.

Key responsibilities

• Monitor and improve product health for assigned equipment portfolio.
• Support launch of new products and communicate updates to field teams.
• Assist artisans and technical assistants with complex machine and component troubleshooting.
• Perform failure analysis, compile condition and failure reports, and present findings to Service Engineering and management.
• Provide expert technical support for warranty resolutions and conduct one‑hour training sessions.
• Negotiate warranty issues with Caterpillar and coordinate with SEENG.
• Execute field follow‑up projects, both remotely and on‑site, to resolve complex failures.

Required profile

• Grade 12 certificate and qualified Artisan – Advanced Technical or Diploma in Diesel Mechanic/Earthmoving Equipment.
• Minimum 12 years post‑apprenticeship experience, including at least 5 years in field service.
• At least 3 years experience as a Technical Analyst.
• Completed Caterpillar Advance certification.
• Strong interpersonal and business communication skills.

Required skills

• Proficiency with MS Office and Caterpillar proprietary systems.
• Familiarity with Service Technician Workbench.
• Experience using Caterpillar web portals (SIMSI, PIS, DSN).
• Ability to conduct failure analysis and produce professional technical reports.