Product Service 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

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.

Job Summary

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 Office applications. This role provides the opportunity to work with the world’s 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:

• 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

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 30% travel

Summary Pay Range:

$112,710.00 - $169,060.00

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

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

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.