Senior Customer Support Engineer

Caterpillar; City of Brisbane; On-site; AUD 100,000 - 150,000; Full time

Job summary

Caterpillar is seeking a Senior Customer Support Engineer to monitor product performance and lead field support across Australia and NZ. Based in Brisbane or Perth, you will train field reps, manage commercial issues, and drive field product improvements while engaging with a global dealer network.

The role requires a university degree, experience in international environments, and up to 30% travel. Onsite work five days a week; visa sponsorship is not available.

Qualifications

• Effective communication, both verbal and written, with stakeholders and customers.
• Proven ability to build and maintain relationships with diverse teams and customers.
• Strong knowledge of product support functions, repair practices and troubleshooting.

Responsibilities

• Monitor performance, reliability, maintainability and serviceability of products.
• Train and support field technical staff and dealer technicians.
• Own and drive commercial impact on product issues and field rework programmes.
• Identify and resolve significant field problems to improve product performance.
• Reduce warranty costs and customer impact by implementing field support programs.

Skills

Effective Communication

Relationship Management

Technical Excellence

Education

University degree

Job description

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.

Customer Solutions Core Regions Division is looking for a Senior Customer Support Engineer.

What You Will Do:

• Monitor the overall performance (including reliability, durability, maintainability, and serviceability) of assigned current and future products.
• Train and support field Technical Support Reps and dealer technicians.
• Own and establish Commercial impact on product problems, while managing Top Commercial Issue list processes.
• Identify, investigate, and obtain resolution commitments for all significant field problems to maintain and improve assigned product performance.
• Reduce the warranty cost and customer impact of field product problems; initiate, develop and cost justify field rework programs and product support programs.

What You Have (Basic Qualifications):

• Effective Communication: Demonstrated ability in effective communication, including verbal and written communication. Credibility and persuasiveness in conveying information to customers and stakeholders. High stress tolerance, adept at maintaining composure in challenging situations.
• Relationship Management: Proven ability to work independently and creatively to resolve customer issues. Skilled in building and maintaining relationships with various stakeholders. Strong interpersonal skills to foster collaboration and trust.
• Technical Excellence: Comprehensive knowledge of product support functions, processes, and systems. Proficient in repair practices, product use practices, and dealer service capabilities and processes. Experience in troubleshooting technical issues and providing effective solutions.

Additional requirements:

• University degree
• Experience working in an international environment

Additional Info:

• Location: Brisbane or Perth office
• This position requires 30% travel at maximum.
• Territory this position will cover: Australia, New Zealand, PNG, Japan (provides support as needed to North America & Europe)

About Customer Solutions Core Regions: this Division is committed to solving customer challenges that extend beyond purchasing machines and parts. This team, alongside dealers, engage closely with customers, to create, customize and adapt solutions to meet their needs by leveraging the extensive range of offerings available today across products and services, digital and technology, rental and used, and financing. The division is regionally focused on the unique needs of customers in core regions which consists of North America, Europe, Japan, Australia and New Zealand.

This position requires working onsite five days a week.Visa Sponsorship is not available for this position.

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