MineStar Customer Support Analyst

Caterpillar; Tucson (AZ); On-site; USD 89,000 - 134,000; Full time

Job summary

Caterpillar's MineStar Solutions in Tucson, AZ is seeking a Customer Support Analyst to provide proactive technical support for MineStar hardware and software, engaging with dealers and customers to troubleshoot issues and restore services.

You will handle incident management, perform root-cause analysis, and escalate to Product Service Engineering when needed, while delivering clear updates and advocating for customer needs.

Qualifications

• Experience of call center or helpdesk support for MineStar hardware/software.
• Ability to perform root-cause analysis and incident management.
• Strong communication with customers and dealers, both verbal and written.
• Knowledge of service and incident management processes.

Responsibilities

• Identify and resolve MineStar hardware and software issues for dealers and customers.
• Use standard support processes and ticketing systems.
• Communicate status and troubleshooting results to customers and dealers.
• Provide Hotline coverage for MineStar Product family.
• Escalate to advanced support when quick resolution isn't possible.
• Escalate top priority issues to Service Engineering.
• Advocate for dealers and customers to resolve product issues.
• Serve as SME for Product Service Engineers and liaison for site transitions.
• Maintain regular communication on issue status with customers and dealers.

Skills

Technical Excellence

Customer Focus

Data Gathering & Analysis

Service Excellence

Consulting

Effective Communications

Problem Solving

Relationship Management

Tools

Oracle

SQL Server

TCP/IP Networking

Microsoft Client/Server

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.

Caterpillar’s MineStar Solutions, a department within Surface Mining and Technology, is currently seeking a Customer Support Analyst in Tucson, AZ. In this role, you will provide support services which include investigating, troubleshooting, and diagnosing application and technical problems, followed up with the 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 issues identification and resolution for dealers and customers.
• Utilization of standard support processes and ticketing systems.
• Verbal and written communication with customers & dealers regarding status, problem troubleshooting, etc.
• Provide Hotline coverage for MineStar Product family.
• Responsible for resolving a high percentage of application issues, and prompt escalation to advanced support when a quick resolution cannot be obtained.
• Communication and escalation of top priority issues to Service Engineering.
• Advocate on behalf of the dealer and customer to resolve technical product issues.
• Product Service Engineers: Subject matter Expert (SME) Training and escalation point for complex issues.
• Implementation Team: frequent discussions regarding site-specific customer information. Liaison to ensure “problem-free” transitions of new sites to the Product Support Team.
• Customers and Dealers: communicate on a regular basis the status and resolution of issues.

What you will have:

• Technical Excellence: Call center or helpdesk experience. Experience investigating, troubleshooting, and diagnosing application and technical problems related to Mining Technology (MineStar) hardware and software. Perform root-cause analysis.
• Customer Focus: Process-focused with the ability to execute service and incident management processes. Moderate level of information technology and application knowledge and support experience.
• Data Gathering & Analysis: Experience in providing incident management and root cause analysis for complex applications. Experience in providing first-call technical support for enterprise-level applications directly with customers.
• 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: Excellent communication and interpersonal skills. Ability to effectively communicate with technical and non-technical mining customers and dealers to develop partnerships/relationships.
• 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.

Consideration for top candidates:

• Mining industry experience
• Windows Server VM knowledge and experience
• Experience utilizing Oracle, SQL Server, TCP/IP networking, Microsoft client, and server platforms

Additional Details:

• This position requires the candidate to work 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 10% travel

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

Summary Pay Range:

$89,210.00 - $133,810.00

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-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.