Product Service Consultant – Mining (Consultor de Suporte ao Produto – Tecnologia de Mineração)

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

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Role Definition:

Caterpillars MineStar Solutions Division is currently seeking a Product Service Consultant to support MineStar Terrain Onboard technologies.
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.

What will you 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 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

Skills:

Customer Focus & Service Excellence: Understands and researches customer needs responds promptly to requests resolves common issues collects satisfaction feedback and consistently delivers a level of service customers describe as excellent.

Communication & Relationship Management: Communicates clearly and professionally avoids unnecessary jargon provides constructive feedback interprets verbal and nonverbal cues nurtures strong working relationships monitors client satisfaction and acts quickly to address concerns.

Data Analysis & Problem Solving: Collects documents and analyzes data from multiple sources; identifies problems evaluates alternatives applies diagnostic tools and supports wellinformed decisions through accurate objective assessments.

Consulting & Technical Excellence: Applies consulting principles and technical expertise to guide internal and external clients develops effective solutions adheres to technical standards stays up to date on procedures and technologies and assists others in resolving technical or procedural challenges.

Basic requirements:

- Bachelors degree preferably in Engineering or IT related.

- Pre Advanced English

- Product Support experience

Top candidates will also have:

- Intermediate Spanish

- Project management experience

- Experience supporting technology in an industrial or production environment.

- New Product Introduction (NPI) process experience

- Experience utilizing 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:

- 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.

Note: This position requires the candidate to work onsite five days a week.

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

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