MineStar Product Support Engineer

Caterpillar; Town of Montana (WI); On-site; USD 113,000 - 169,000; Full time

Benefits offered by this job

Medical benefits

Paid time off

401(k)

Health Savings Account

Flexible Spending Accounts

Incentive bonus

Parental leave

Tuition Reimbursement

Onsite work

Job summary

Caterpillar's MineStar technology team is seeking a hands-on Product Support specialist to optimize serviceability, reliability, and fleet utilization for mining customers. You will partner with dealers and customers to drive measurable improvements and support field deployments.

You will collaborate with engineering to implement corrective actions, participate in NPI reviews, and help develop training content for MineStar offerings, while providing expert technical assistance to internal and

Qualifications

• Bachelor's degree in computer or software engineering or equivalent experience.
• Experience with SQL databases, Windows Server, and Cloud computing.
• Experience with Fleet Management Systems.
• Prior mining or mining technology experience.

Responsibilities

• Monitor product performance with dealers and customers to coordinate service improvements.
• Coordinate product problem investigations using CPI processes.
• Collaborate with engineering to implement ICA and PCA.
• Provide technical support and escalation to Tier 1–3 via Call Center and Sales Force.
• Participate in NPI gateways, Support Request Reviews, and bug triage meetings.
• Help create and update product service publications and release notes.
• Execute field follow-up validation plans and assist with urgent field problems.
• Assist development of MineStar Technology training content.
• Provide technical support to internal teams including commercial, training, and implementation.

Skills

Customer focus

Data analysis

Service excellence

Effective communications

Problem solving

Relationship management

Technical excellence

Education

Bachelor's degree in computer/ software engineering or equivalent

Tools

Fleet Management Systems

SQL databases

Windows Server

Cloud computing

Job description

Caterpillar's MineStar technology team is seeking a hands-on Product Support specialist to optimize serviceability, reliability, and fleet utilization for mining customers. You will partner with dealers and customers to drive measurable improvements and support field deployments.

You will collaborate with engineering to implement corrective actions, participate in NPI reviews, and help develop training content for MineStar offerings, while providing expert technical assistance to internal and