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Marketing / Sales / Product Support

Product Service Engineer - Electrification

Location Mesa, Arizona, United States of America / Tucson, Arizona, United States of America
Date Posted
Contract Type Full time
Job Type Regular
Requisition ID R0000161169

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 Large Mining Truck value stream, a department within Resource Industries Operations and Products (RIOP), is currently seeking a Product Service Engineer to be located in Tucson, AZ. This role will drive NPI Product Support deliverables and provide field follow support to our mining truck electrification programs.

Job Duties:

  • Support various NPI (New Product Introduction) product support deliverables to include reliability and durability goals, publications, parts, and training.

  • Provides field follow engineering support to dealers and customers on pilot machines, to include machine assembly, commissioning, inspections, testing and updates.  Serves as communication and reporting conduit (via PPRD and other means) between site teams and engineering organizations.

  • Provides technical product support to dealer personnel, subsidiary service groups, marketing units, design engineers, technical information division, test and evaluation, etc. Supports marketing units with technical guidance for managing customer problems with product deficiencies. Supports design engineer activity by identifying market needs to be considered in new/changes to product. Provides counsel to subsidiary plant service engineering/product quality on product problem maintenance. Responds to dealer/customer and other Caterpillar employee questions regarding product performance. Conducts dealer and customer visits to personally provide technical assistance on urgent field problems and for follow up purposes. Continuing challenge is maintaining communications on the level necessary for multi plant involvement on a worldwide basis.

  • Responsible for monitoring the overall performance of products to reduce warranty costs and to meet needs of customers worldwide. Incumbent identifies problems, investigates causes and establishes priorities for resolution. Defines problem in terms of observed symptoms, researches available data, defines applications and conditions encountered, identifies root cause, works with dealers and technical staff to identify information needed, issues PIR (Product Improvement Request), develops plans for fixing problem including validation, and publishes corrective action. Fixes must address both production and field requirements, which may be different paths. Identifies tests that need to be completed, data to be obtained and analyzed for course of action. Monitors result after change.

  • Initiates action for product improvement through PIP/PSP warranty program preparation to address commercial/business impact of field problems. Initiates preparation and distribution of technical publications to identify problems, communicate resolutions and announce product improvements.

Basic Qualifications:

  • Bachelor's Degree in Engineering or equivalent experience.

  • 5+ years of experience in service, service engineering, product support, product validation, and/or field experience

Top Candidates will also have:

  • Knowledge of heavy equipment products, service tooling, repair practices, product user practices, dealer service capabilities, and parts merchandising practices

  • Strong mechanical/electrical aptitude and Cat Mining Products knowledge

  • On-site field experience troubleshooting issues in high-stress and potentially harsh environments

  • Strong communication and persuasiveness skills

  • Ability to effectively communicate with technically and non-technically skilled mining customers and dealers to develop partnerships/relationships

  • Cat New Product Introduction (NPI) process experience

  • Mining industry experience to include large rotating electric systems and/or battery electric systems

Additional information:

  • The location for this position is Tucson, AZ

  • This role will be at Tucson Mining Center, however, will require frequent travel to Tucson Proving Ground facility

  • Domestic relocation assistance is available

  • Availability and desire to travel domestically and/or internationally on assignment at dealer locations and mine sites – Up to 50%.  Among other items, travel will often require meeting country and mine site requirements for entry including vaccination mandates

  • Sponsorship is not available

  • Closing date: December 11, 2022.

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

Relocation is available for this position.

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

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