MineStar Product Support Engineer

Caterpillar Financial Services Corporation; Tucson (AZ); On-site; USD 113,000 - 169,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Paid time off

401(k) savings plans

Health Savings Account (HSA)

Flexible Spending Accounts (FSAs)

Health Lifestyle Programs

Employee Assistance Program

Voluntary Benefits and Employee Disks

Career Development

Incentive bonus

Disability benefits

Life Insurance

Parental leave

Adoption benefits

Tuition Reimbursement

Job summary

Caterpillar Inc. is seeking a Product Service Engineer to support MineStar Office applications, focusing on field validation and problem management. You will collaborate with dealers and customers to enhance product performance, reliability, and serviceability while working with engineering on ICA/PCA actions.

The role offers exposure to New Product Introduction processes and support publication updates, with travel up to 30% and onsite work in Tucson, AZ.

Qualifications

• Bachelor’s degree in computer engineering, software engineering or relevant equivalent field experience
• Experience with SQL databases, Windows Servers and Cloud Computing
• Experience with Fleet Management Systems
• Prior experience in mining or mining technology

Responsibilities

• 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.

Skills

Customer focus

Data gathering & analysis

Service excellence

Effective communications

Problem solving

Relationship management

Technical excellence

Education

Bachelor’s degree in computer engineering, software engineering or relevant equivalent field experience

Tools

SQL databases

Windows Servers

Cloud Computing

Fleet Management Systems

Job description

Caterpillar Inc. is seeking a Product Service Engineer to support MineStar Office applications, focusing on field validation and problem management. You will collaborate with dealers and customers to enhance product performance, reliability, and serviceability while working with engineering on ICA/PCA actions.

The role offers exposure to New Product Introduction processes and support publication updates, with travel up to 30% and onsite work in Tucson, AZ.