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 Senior Product Service Engineer to provide technical leadership to a team of service engineers supporting our MineStar Fleet technologies to be located in Tucson, Arizona.

As Senior Product Service Engineer, you will have a significant impact on overall product quality and customer experience for MineStar Fleet technologies. This role will support product validation, investigating, troubleshooting, and diagnosing application and technical problems with an emphasis on technical team leadership, plus project management, internal and external relations, and managing multiple NPI\CPI programs.

What you will do:

• Provide technical leadership to the service engineering team based in Tucson.

• 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.

• Take a lead role in New Product Introduction (NPI) projects.

• Report issues within the CPI (product defect) process to ensure proper resolution to ongoing issues.

• Act in a lead role for NPI programs covering Minestar Fleet technology

• 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.

Key Relationships:

• Product Support Manager: frequent discussions regarding priorities, directions, and assistance.

• Service Engineers: Frequent discussions regarding priorities, progress of issues, directions and assistance.

• Product Support Team: frequent interaction and discussions with support analysts located in the United States, Australia, India, Malaga 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 Skills you will have:

Technical Excellence: Product Support experience with mining technology; 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.

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.

Effective Communications: Ability to effectively communicate with technically and non-technically skilled mining customers and dealers to develop partnerships/relationships. Experience with leading teams and project management experience.

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.

Top Candidates will also have:

Experience with using CAT Minestar technologies.

Experience working with heavy machinery electrical systems.

Experience supporting technology in an industrial or production environment.

Cat New Product Introduction (NPI) process experience.

Additional Information:

The primary 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 – Up to 20%.

ENVIRONMENTAL CONDITIONS - This position requires open pit mine site support work at times. The selected applicant will be required to complete and pass regulatory open pit and underground mine safety training, and travel to and work for short periods of time in open pit and underground 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 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.

Posting Dates:

September 5, 2024 - September 17, 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.

Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .