Product Service Engineer MineStar OnBoard

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.

CAT Minestar serves our mining customers in achieving sustainable operational improvements by leveraging the power of data people and processes. We partner with our global dealers to help our customers to sustainably improve safety efficiency productivity and fleet utilization at their sites.

As a Product Service Engineer your role is centered around product field validation and product problem management for MineStar OnBoard. This role provides the opportunity to work with the worlds leading mining companies This position is a great opportunity to evolve into a Subject Matter Expert (SME) in mining technology applications.

What You Will Do:

• Work with dealers and customers to monitor the overall product performance and coordinate improvements in its serviceability reliability and maintainability.
• Coordinate product problem investigation and resolution using Continuous Product Improvement (CPI) process.
• Work with engineering to develop and implement Interim Corrective Action (ICA) and Permanent Corrective Action (PCA).
• Provide technical support and escalation to engineering through Call Center and Sales Force (TSC) to Tier 1 (dealers) Tier 2 (Call Center) and Tier 3 (service engineering) support.
• Participate in New Product Introduction (NPI) gateways Support Request Reviews and bug triages meetings.
• Assist in creating updating and improving product service publications and release notes.
• Execute field follows validation plans and/or provide technical assistance on urgent field problems.
• Assist with the development of MineStar Technology Training courses content.
• Provide technical assistance to internal teams and divisions including commercial training and implementation teams.

What You Have:

• 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 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 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.
• Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

Consideration for top candidates:

• Bachelors degree in computer engineering software engineering or relevant equivalent field experience
• Mining or mining technology experience
• Hands-on experience with electronics and machine onboard systems
• Experience with Fleet Management Systems
• Caterpillar Dealership Experience

Additional Details:

• This position requires the candidate towork full-time in Tucson AZ
• Relocation assistance is NOT available for this position
• Visa sponsorship is NOT available with this position.
• This position will require up to 30% travel

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Summary Pay Range:

Compensation and benefits offered may vary depending on multiple individualized factors job level market locationjob-related knowledge skills individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits:

Subject to plan eligibility terms and guidelines. This is a summary list of benefits.

• Medical dental and vision benefits*

• Paid time off plan (Vacation Holidays Volunteer etc.)*

• 401(k) savings plans*

• Health Savings Account (HSA)*

• Flexible Spending Accounts (FSAs)*

• Health Lifestyle Programs*

• Employee Assistance Program*

• Voluntary Benefits and Employee Discounts*

• Career Development*

• Incentive bonus*

• Disability benefits

• Life Insurance

• Parental leave

• Adoption benefits

• Tuition Reimbursement

* These benefits also apply to part-time employees

Posting Dates:

Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.

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