Product Service Engineer

Career Area:

Product Support

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other.  We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Caterpillar’s Mining Technology Enabled Solutions (MTES), a department within Surface Mining and Technology, is currently seeking a Product Service Engineer to be located in Tucson, AZ. Reporting to the Product Support Manager, you will work with various stakeholders, including engineering, dealers, and customers to provide technical support services. You must have advanced technical skills in investigating, troubleshooting, and problem-solving applications and technical problems for Minestar office software.

What you will do:

• Mining Technology (MineStar) hardware and software issue identification, troubleshooting, and resolution.

• Implementation and utilization of standard support processes to respond, restore, and resolve issues.

• Manage workload and escalate in a timely manner.

• Analyze and process tickets to responsible parties.

• Complete NPI Product Support deliverables as assigned by SR Product Service Engineers.

• Complete Field Follow objectives as part of NPI programs.  Provide hands-on product expertise to complete problem analysis and provide Interim Corrective Actions (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 support 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.

What Skills you will have:

Problem Solving: Experience in providing technical support for enterprise-level applications directly with customers and dealers. Experience in providing problem management and root cause analysis for complex applications. Highly skilled at multi-tasking.

Technical Excellence: Advanced information technology and application knowledge and support experience. Windows Server VM knowledge and experience.

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and the ability to leverage that information in creating customized customer solutions.

Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.

Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

Effective Communications: Clear written and verbal communication with strong attention to detail. Ability to effectively communicate with technically and non-technically skilled mining customers and dealers alike.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Top Candidates will have:

Caterpillar MineStar system experience.

Mining industry experience.

Self-motivated and organized.

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.

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

Sponsorship is not available.

What you will get:

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 wage, because we value your performance, we offer a total rewards package that provides:

• Competitive Base Salary

• Annual incentive bonus plan*

• Medical, dental, and vision coverage

• Paid time off plan (Vacation, Holiday, Volunteer, Etc.)

• 401k savings plan

• Health savings account (HSA)

• Flexible spending accounts (FSAs)

• Short and long-term disability coverage

• Life Insurance

• Paid parental leave

• Healthy Lifestyle Programs

• Employee Assistance Programs

• Voluntary Benefits (Ex. Accident, Identity Theft Protection)

*Subject to annual eligibility and incentive plan guidelines.

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.

For more information, visit caterpillar.com. To connect with us on social media, visit caterpillar.com/social-media

Visa Sponsorship is not available for this position. 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 www.caterpillar.com/careers.

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

Visa Sponsorship is not available for this position. 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 www.caterpillar.com/careers.

Posting Dates:

November 20, 2024 - December 8, 2024

Any offer of employment is conditioned upon the successful completion of a drug screen.   

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

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