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Marketing Sales Product Support – Mast@2X

Marketing / Sales / Product Support

Sr Product Service Engineer

Location Tucson, Arizona, United States of America
Date Posted
Contract Type Full time
Job Type Regular
Requisition ID R0000097170

Career Area:

Marketing / Sales / Product Support

Job Description:

Your Work Shapes the World

Whether it be groundbreaking products, best-in-class solutions, or creating a lifelong career, you can do the work that matters at Caterpillar. With a 95-year legacy of quality and innovation and 150 locations in countries around the world, your impact spans the globe.

When you join Caterpillar, you are joining a team of makers, innovators, and doers. We are the people who roll up our sleeves and do the work to build a better world. We don’t just talk about progress and innovation. We make it happen. And we are proud of that because it helps our customers build and power the world we live in – the roads, hospitals, homes, and infrastructure.  Without a dedicated workforce, Caterpillar could not effectively meet our customer’s needs.  Join us.

Job Description

Caterpillar’s Mining Technology Enabled Solutions (MTES), a department within Surface Mining and Technology, is currently seeking a Sr. Product Service Engineer to be located in Tucson, AZ. Reporting to the Support Engineering Supervisor, you will work with various stakeholders, including engineering, dealers, and customers to provide technical support services.

Job Duties:

  • Mining Technology (MineStar) hardware and software issue identification, troubleshooting, and resolution.
  • Implementation and utilization of standard support processes to respond, restore, and resolve issues.
  • Prioritize work to meet SLAs.
  • Manage workload and escalate in a timely manner.
  • Process CPI / CER tickets to responsible parties.
  • Complete NPI Product Support deliverables as assigned by Product Service Engineers.
  • Complete Field Follow objectives as part of NPI programs.  Provide hands-on product expertise to complete problem analysis and provide ICA.
  • Advocate on behalf of the dealer and customer to resolve technical product issues with product development engineering.
  • Communicate with dealers regarding status, problem troubleshooting, etc.
  • Create and maintain a supportive environment that facilitates issue diagnostics and customer connectivity.
  • Conduct dealer and customer site visits to provide technical assistance and training.
  • Take part in 24 x 7 x 365 Incident Management on call.

Key Relationships:

  • Product Support Supervisor and Team Leader: frequent discussions regarding priorities, directions, and assistance.
  • Product Support Team: frequent interaction and discussions with support analysts located globally to increase knowledge transfer between team members.
  • Implementation Team: frequent discussions regarding site-specific customer information. Liaison to ensure “problem-free” transitions of sites to the Product Support Team.
  • Engineering: frequent discussions regarding customer problems. Liaison to ensure problem diagnosis, information on patches/fixes, and functionality issues are resolved.
  • Customers and Dealers: communicate on a regular basis status and resolution of issues.

Basic Qualifications:

Bachelor’s Degree in Computer Science, Electrical Engineering, Mining Engineering, or extensive technical experience.

3 plus years of experience in providing level 1 and 2 technical support for enterprise-level applications directly with customers.

3 plus years of experience in providing problem management and root cause analysis for complex applications.

Top Candidates will have:

  • Previous work history with Caterpillar’s MineStar systems. 
  • Advanced technical skills in investigating, troubleshooting, and problem-solving application and technical problems for both software and onboard hardware.
  • Mining industry experience.
  • Windows Server VM knowledge and experience.
  • Experience in the development, deployment, support, and training of MineStar Fleet.
  • Ability to effectively communicate with technically and non-technically skilled mining customers and dealers alike.
  • Process-oriented.
  • Advanced information technology and application knowledge and support experience.
  • Self-motivated and organized.
  • Highly skilled at multi-tasking.
  • Clear written and verbal communication with strong attention to detail.

Additional information

The location for this position is Tucson, AZ.

Domestic relocation assistance is not available.

Availability and desire to travel domestically and/or internationally on assignment at dealer locations and mine sites – approximately 30%.

ENVIRONMENTAL CONDITIONS - This position requires mine site support work at times. The selected applicant will be required to complete and pass regulatory mine safety training, and travel to and work for short periods of time in mining environments. Time spent in a mining environment would typically be 5-10 days.

This job role is primarily performed during normal day shift hours but does include some off-shift and weekend responsibilities.

Sponsorship is not available.

Employee benefit details

Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world. Here you earn more than just a salary because we value your performance.  We offer a total rewards package that provides benefits on day one (medical, dental, vision, RX, and 401K) along with the potential of an annual bonus.

Additional benefits include paid vacation days and paid holidays (prorated based upon hire date).

Final details

Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application – please use the candidate log-in on our career website as it will reflect any updates to your status.

This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at .

For more information, visit To connect with us on social media, visit

EEO/AA Employer.  All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

Not ready to apply? Submit your information to our Talent Network here .


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