Diagnostician / Technical Representative (Grade 10)

About the role

The Diagnostician/Technical Representative will ensure the health of Caterpillar equipment across the assigned region, support new product introductions and act as the technical liaison between field teams, Caterpillar and internal service engineering.

Key responsibilities

• Monitor and improve product health for all assigned machines.
• Provide expert technical support for warranty resolutions and conduct one‑hour training sessions.
• Perform failure analysis on components, compile detailed condition and failure reports, and present issues to management.
• Assist artisans and technical assistants with complex troubleshooting, both remotely and on‑site.
• Negotiate warranty issues with Caterpillar and coordinate with SEENG.
• Carry out field follow‑up projects and ensure product updates are communicated and implemented.

Required profile

• Grade 12 / N3 qualification and a completed Caterpillar Advance certification.
• Minimum 12 years post‑apprenticeship experience, including at least 5 years in field service.
• At least 3 years experience as a Technical Analyst.
• Strong knowledge of product operating systems, testing, adjustment and failure analysis.
• Excellent report writing and business communication skills.

Required skills

• Caterpillar Advance certification.
• Failure analysis and complex troubleshooting.
• Proficiency with MS Office and Caterpillar systems (SIMSI, PIS, DSN).
• Familiarity with Service Technician Workbench.