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.

Job Description

CAT MineStar serves our mining customers in achieving sustainable operational improvements by leveraging the power of data, people, and processes.  We partner with our global dealers to help our customers to sustainably improve safety, efficiency, productivity, and fleet utilization at their sites. 

As a Product Service Engineer, your role is centered around product field validation and product problem management for MineStar Fleet management system. This role provides the opportunity to work with the world’s leading mining companies This position is a great opportunity to evolve into a Subject Matter Expert (SME) in mining technology applications.

What You Will Do:

• Work with dealers and customers to monitor the overall product performance and coordinate improvements in its serviceability, reliability, and maintainability. 
• Coordinate product problem investigation and resolution using Continuous Product Improvement (CPI) process 
• Accountable for working with engineering to develop and implement Interim Corrective Action (ICA) and Permanent Corrective Action (PCA). 
• Provide technical support & escalation to engineering through Call Center and Sales Force (TSC) to Tier 1 (dealers), Tier 2 (Call Center) and Tier 3 (service engineering) support. 
• Participate in New Product Introduction (NPI) gateways, Support Request Reviews, and bug triages meetings. 
• Assist in creating, updating, and improving product service publications and release notes. 
• Execute field follows validation plans and/or provide technical assistance on urgent field problems. 
• Assist with the development of MineStar Technology Training courses content. 
• Provide technical assistance to internal teams and divisions including commercial, training, and implementation teams. 

What You Have:

• Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• 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.
• 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.
• Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
• 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.

Consideration for Top Candidates:

• Experience with Windows Servers, SQL databases, and scripting 
• Experience with electronics and machine onboard systems 
• Technology aptitude with a keen curiosity of “know-how” 
• Process driven mindset and approach 
• Experience with DevOps & cloud computing 
• Prior experience in mining or mining technology 

Additional Information:

• This position requires the candidate to work full-time at our Tucson Mining Center in Tucson, AZ
• Relocation assistance is NOT available for this position
• Visa sponsorship is NOT available with this position.
• This position will require up to 30% travel

Summary Pay Range:

$95,640.00 - $143,520.00

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market <