Product Service Consultant

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar yourejoining 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 dontjust 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.

IT IS YOUR TIME!

Caterpillar Inc. is the worlds leading manufacturer of construction and mining equipment off-highway diesel and natural gas engines industrial gas turbines and diesel-electric locomotives. For nearly 100 years weve been helping customers build a better more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services backed by our global dealer network provide exceptional value that helps customers succeed.

When you join Caterpillar youre 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 dont 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.

If you are looking for personal and professional growth in a company with an inclusive culture which seeks equity respects differences and believes in peoples potential this is the right place. We consider people with disability candidates and those with diversity in gender culture ethnicity religion age generation race nationality and sexual orientation.

Important:

- Dont forget to include a resumé in English in your profile in Workday.

- Please frequently check the email associated with your application including the junk/spam 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 update s to your status.

Job Description:

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.

Skills:

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.

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.

Basic requirements:

- Bachelors degree

- Pre-Advanced English

Top candidates will also have:

- Intermediate Spanish

- Strong hands-on troubleshooting skills with a background or preference for working in mining operations.

- Experience with technology preferably Java

Additional Information:

- Availability and desire to travel domestically and/or internationally on assignment at dealer locations and mine sites Up to 25% 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 safety training and travel to and work for short periods of time 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 primary performed during normal day shift hours but does include some off-shift and weekend responsibilities.

Some of the offered benefits*:

Medical plan

Dental plan

Medicines reimbursement

Psychological Legal Social and Finance Support Program

Private pension plan

Profit share

Meal assistance

Christmas basket

Transportation

Life and personal insurance

Extended maternity and paternity leave

Employee resources group (Young Professional Women in Networking LAMBDA (LGBTQIA) Latin Group and Active in Sport

*Caterpillar reserves the right to change or modify benefits at any time subject prior notice and in compliance with legal requirements. Benefit elegibility may vary by position and location

The Recruitment & Selection area emphasizes that it does not use personal emails and/or emails from other domains (@gmail @hotmail etc.) to contact candidates. Available vacancies are only advertised through the companys official channels ( and official Caterpillar emails are mandatory followed by the domain @. Also the company does not request any type of payment (bank transfer pix etc.) for the purposes of the selection process. For more information click on the link: Dates:

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply

Not ready to apply Join our Talent Community.