Senior 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.

Drive Innovation in Autonomous Mining Technology

At Caterpillar, we turn ideas into reality. Whether it’s designing groundbreaking products, delivering best-in-class solutions, or building a long-term career, you can make a real impact here.

We are currently seeking a Senior Product Service Engineer to join our Command for Hauling, MineStar Solutions team. In this role, you will play a critical part in supporting a global fleet of autonomous mining trucks, ensuring best-in-class performance and customer satisfaction. Your expertise will be instrumental in diagnosing and resolving issues related to MineStar software and onboard machine hardware, collaborating closely with customers, dealers, and diverse internal teams to deliver effective solutions.

Continuous learning and professional growth are key aspects of this role, and specialized training will be provided to the successful applicant to support their development.

What You’ll Do

• Provide hands-on technical expertise to analyze issues, communicate corrective actions, and escalate priorities for MineStar hardware and software.

• Use structured support processes to respond, restore, and resolve customer issues.

• Act as a strong advocate for both customers and dealers, ensuring their needs and challenges are effectively communicated to internal engineering teams to drive impactful solutions.

• Identify and drive continuous product improvement opportunities, including functional enhancements and serviceability improvements.

• Participate in New Product Introductions (NPI) and New Market Introductions (NMI) and contribute to product field testing and validation.

• Participate in the development of service documentation and publications associated with the Command for Hauling MineStar Technology Solution.

• Regularly travel to Customers' and Dealers' facilities to provide technical assistance.

• Engage with cross-functional teams on product-related incident investigations.

What skills you will have:

Technical Excellence: Experience in a Field Representative or Service Engineering role .  Extensive experience in providing first-call technical support for enterprise-level applications.

Problem Solving: Strong background in problem management and root cause analysis for complex applications.

Relationship Management: Ability to work both independently and collaboratively as an integral part of the global team in a fast-paced environment. Self-starter with a proactive mindset, taking initiative to tackle challenges and drive effective solutions forward.

Effective Communications: Excellent written and verbal communication skills to interact and build strong relationships with global teams and customers.

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.
Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.

Top candidates will also have:

Bachelor’s Degree in Electrical or Mechanical Engineering.

Experience with Mining or Heavy Construction equipment, particularly in a technical capacity.

Knowledge of or experience with electrical, hydraulic, or mechanical technical drawings.

Knowledge of manufacturing processes and product improvement project management.

Additional Information:

This position requires the candidate to work full-time in the Tucson, AZ office.

Availability and desire to travel domestically and/or internationally to dealer locations and customer mine sites – Up to 30%.

ENVIRONMENTAL CONDITIONS - This position requires open pit mine site support work on an as required basis. The selected applicant will be required to complete and pass regulatory open pit mine safety training, and travel to and work in open pit mining environments. Time spent in a mining environment would typically include a single work week with daily work in the mining environment.

This job role is performed during normal day shift hours but does include some off-shift and weekend rotational responsibilities.
Relocation is not available.

Sponsorship is not available.

Summary Pay Range:

$126,000.00 - $189,000.00

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar. 

Benefits:

Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.

• Medical, dental, and vision benefits*

• Paid time off plan (Vacation, Holidays, Volunteer, etc.)*

• 401(k) savings plans*

• Health Savings Account (HSA)*

• Flexible Spending Accounts (FSAs)*

• Health Lifestyle Programs*

• Employee Assistance Program*

• Voluntary Benefits and Employee Discounts*

• Career Development*

• Incentive bonus*

• Disability benefits

• Life Insurance

• Parental leave

• Adoption benefits

• Tuition Reimbursement

* These benefits also apply to part-time employees

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:

February 19, 2025 - March 5, 2025

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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