Product Service Engineer (Onboard)

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

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Your Work Shapes the World:
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When you join Caterpillar you are joining a team of makers innovators and doers. We are the people who roll up our sleeves and do the work to build a better world. We dont just talk about progress and innovation. We make it happen. And we are proud of that because it helps our customers build and power the world we live in the roads hospitals homes and infrastructure. Without a dedicated workforce Caterpillar could not effectively meet our customers needs. Join us.

Job Description:
Caterpillars MineStar Solutions Division is currently seeking a Product Service Consultant to support MineStar Terrain Onboard technologies to be located in Brisbane QLD

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

Job Duties and Responsibilities:

• Mining Technology (MineStar) hardware and software issue identification and resolution for dealers and customers.

• Implementation and utilisation 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 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 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 skills you will 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.

• 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: 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 behaviours.

• Problem Solving: Knowledge of approaches tools techniques for recognising 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.

Basic Qualifications:

• Bachelors degree or 3 years of Product Support experience

Top Candidates will also have:

• Bachelors degree in Mechanical Engineering Electrical Engineering or Mining Engineering

• 1 year project management experience

• 3 or more years of experience supporting technology in an industrial or production environment.

• Cat New Product Introduction (NPI) process experience

• Experience utilising SQL Server TCP/IP networking Microsoft client and server platforms.

• Familiar with schematics

• Ability to effectively communicate with technically and non-technically skilled mining customers and dealers to develop partnerships/relationships.

Additional information:

• This position requires the candidate to work full-time at the Brisbane office.

• 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 primary performed during normal day shift hours but does include some off-shift and weekend responsibilities.

• Relocation is not available.

• Sponsorship is not available.

Posting Dates:

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

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