Senior Product Service Engineer

Caterpillar, Inc.; Tucson (AZ); Sur place; USD 128 000 - 193 000; Plein temps

Avantages offerts par ce poste

Medical/Dental/Vision

Paid time off

401(k)

Health Savings Account

FSAs

Wellness programs

Employee Assistance Program

Employee discounts

Career development

Incentive bonus

Disability benefits

Life insurance

Parental leave

Tuition reimbursement

Résumé du poste

Caterpillar in the United States is seeking a Product Support professional for MineStar technology. You will investigate, troubleshoot, and diagnose software and on-board hardware issues for dealers and customers, delivering restoration of service through corrective actions and permanent resolutions.

You will coordinate with product teams, support field projects, and provide 24x7 incident management. The role requires visits to open pit mines, strong problem solving, and teamwork within

Qualifications

• Requires a degree in an accredited Engineering, Computer Science, or related field.
• Strong problem solving and analytical skills are essential.
• Experience in troubleshooting customer problems with mining technology is preferred.

Responsabilités

• MineStar hardware and software issue identification and resolution for dealers and customers.
• Implement and utilize standard support processes to respond, restore, and resolve issues.
• Advocate on behalf of dealer and customer to resolve technical product issues with engineering.
• Coordinate and complete Field Follow objectives as part of NPI programs.
• Provide 24x7x365 Incident Management.
• Report issues within CPI/CER processes to ensure proper resolution.
• Create and maintain a supportive environment for issue diagnostics and connectivity.

Connaissances

Problem solving

Customer focus

Data analysis

Service excellence

Technical excellence

Formation

Engineering/Computer Science degree

Description du poste

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. In this role you will provide support services which include investigating, troubleshooting, and diagnosing application and technical problems, followed up with 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 issue identification and resolution for dealers and customers.
• Implementation and utilization of standard support processes to respond, restore, and resolve issues.
• Advocate on behalf of the dealer and customer to resolve technical product issues with product development engineering.
• Participate in New Product Introduction (NPI) projects; complete NPI product support deliverables including field development and field follow projects as required; complete NPI Product Support deliverables as assigned by Product Service Engineers; coordinate and complete Field Follow objectives as part of NPI programs.
• Provide 24 x 7 x 365 Incident Management.
• Provide hands‑on product expertise to complete problem analysis and provide ICA.
• Process CPI / CER tickets to responsible parties.
• Communicate with dealers regarding status, problem troubleshooting, etc.
• Report issues within the CPI (product defect) process to assure proper resolution to ongoing issues.
• Create and maintain a support environment that facilitates issue diagnostics and customer connectivity.
• Create and report product improvement ideas including functional enhancements and supportability improvements.
• Product Service Engineers are responsible for resolving a high percentage of application issues, and prompt escalation to advanced engineering specialists when a quick resolution cannot be obtained.
• Act as the liaison between the Caterpillar implementation teams, product development teams, and other support team members ensuring appropriate corrective actions are performed and that industry standard change management and support processes are followed.

What You Have:

• 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.
• 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.
• Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

Education Requirements:

Requires a degree in an accredited Engineering, Computer Science, or related field

Consideration for Top Candidates:

Proven experience as Troubleshooting customer problems with mining technology Prior experience in the field; supporting machine and software troubleshooting on machines Prior experience as a Service Engineer for hardware, software, and on machine solutions. Experience in Construction / Mining Preferred Experience supporting Autonomy, Robotics or Mining Technologies preferred

Additional Information:

This position requires the candidate to work closely with mining customers in Arizona This position requires the applicant to be able to visit an open pit mine Domestic relocation assistance is NOT available for this position. Visa sponsorship is NOT available with this position. This position will require up to 25% travel Environmental Conditions:

Environmental Conditions:

This position requires open pit mine site support work regularly. The selected applicant will be required to complete and pass regulatory open pit safety training, and travel to and work in open pit mining environments regularly. Time spent traveling to a mining environment would typically include a single work week with daily work in the mining environment. This job role is primary performed during normal day shift hours, but does include some off‑shift and weekend responsibilities.

Summary Pay Range:

$128,470.00 - $192,710.00 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: October 29, 2026 - November 11, 2026 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.

There’s more to work at Caterpillar than just the work itself. We hire smart, friendly people and it shows in our culture. We hold ourselves to high standards and make sure our values of integrity, excellence, teamwork, commitment and sustainability come to life in the way we work. We make sure our employees feel continuously challenged while also supported. We provide professional growth opportunities, including leadership programs. We celebrate the diversity of our team, while also working together as one Caterpillar. Our culture, like everything at our company, is made possible by each employee’s contribution. Person by person, we create the environment we work in, and we are proud of the Caterpillar we’ve built.