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 MineStar Solutions Division is currently seeking a Product Service Engineer to support MineStar Detect technologies.

As a Product Service Engineer, you will have a significant impact on overall product quality and customer experience for MineStar Detect technologies. This role will provide support and service engineering services which include product validation, investigation, troubleshooting, diagnosing application and technical problems. With an emphasis on project management, internal and external relations.

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.
• Report issues within the CPI (product defect) process to assure proper resolution to ongoing issues.
• Act as liaison between the Caterpillar implementation teams, product development teams, and other support team members ensuring appropriate corrective actions are performed and industry standard change management and support processes are followed.

• Key Relationships:
  • Product Support Manager and Team Leader: frequent discussions regarding priorities, directions, and assistance.
  • Product Support Team: frequent interaction and discussions with support analysts located in the United States, Australia, India, and Brazil. Assure knowledge transfers between team members.
  • Engineering: frequent discussions regarding customer problems. Liaison to ensure problem diagnosis, information on patches/fixes and functionality issues are resolved.
  • Customers and Dealers: communicate on a regular basis status and resolution of issues

What You Have:

• Technical Excellence: Product Support experience. Field experience is a plus, and mining experience will set you apart.
• 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.
• Effective Communications: Understanding 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.
• 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.
• Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Consideration for Top Candidates:

• Degree in Engineering discipline preferred
• Experience supporting technology in an industrial or production environment
• Experience with troubleshooting complex software and hardware issues
• Experience utilizing Azure, Linux, SQL Server, TCP/IP networking, Microsoft client and server platforms
• Strong written and verbal communication skills – ability to explain complex technical concepts
• Experience with creating and maintaining technical publications
• Strong collaboration skills – working closely with multiple product teams to develop partnerships
• Strong customer service orientation with the