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.

In this role you will provide support services which include investigating, troubleshooting, and diagnosing application and technical problems, followed up with restoration of service through corrective actions and permanent resolutions. This includes software and on-board hardware, for a worldwide group of Mining Technology customers and dealers.

What You Will Do:

• Mining Technology (MineStar) hardware and software issue identification and resolution for dealers and customers.
• Implementation and utilization of standard support processes to respond, restore, and resolve issues.
• Advocate on behalf of the dealer and customer to resolve technical product issues with product development engineering.
• Participate in New Product Introduction (NPI) projects; complete NPI product support deliverables including field development and field follow projects as required; complete NPI Product Support deliverables as assigned by Product Service Engineers; coordinate and complete Field Follow objectives as part of NPI programs.
• Provide 24 x 7 x 365 Incident Management.
• Provide hands-on product expertise to complete problem analysis and provide ICA.
• Process CPI / CER tickets to responsible parties.
• Communicate with dealers regarding status, problem troubleshooting, etc.
• Report issues within the CPI (product defect) process to assure proper resolution to ongoing issues.
• Create and maintain a support environment that facilitates issue diagnostics and customer connectivity.
• Create and report product improvement ideas including functional enhancements and supportability improvements.
• Product Service Engineers are responsible for resolving a high percentage of application issues, and prompt escalation to advanced engineering specialists when a quick resolution cannot be obtained.
• Act as the liaison between the Caterpillar implementation teams, product development teams, and other support team members ensuring appropriate corrective actions are performed and that industry standard change management and support processes are followed.

What You Have:

• Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
• Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and 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.
• Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
• Education Requirements: Requires a degree in an accredited Engineering, Computer Science, or related field

Consideration for Top Candidates:

• Proven experience as Troubleshooting customer problems in Linux Environment
• Prior experience in the field; supporting machine and software troubleshooting on machines
• Prior experience as a Service Engineer for hardware, software, and on machine solutions.
• Experience in Construction / Mining Preferred
• Experience supporting Autonomy, Robotics or Mining Technologies preferred

Additional Information:

• This position requires the candidate to work full-time at the client site near Dulles, VA.
• This position requires open pit mine
• Domestic relocation assistance is available for this position.
• Visa sponsorship is NOT available with this position.
• This position will require up to 25% travel