MineStar Customer Support Analyst

Caterpillar Inc.•Tucson, AZ

3d•$81,370 - $122,060•Onsite

About The Position

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. 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.

Requirements

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.
Process-focused with the ability to execute service and incident management processes.
Moderate level of information technology and application knowledge and support experience.
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.
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.
Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
Excellent communication and interpersonal skills.
Ability to effectively communicate with technical and non-technical mining customers and dealers to develop partnerships/relationships.
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.
Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Nice To Haves

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

Responsibilities

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.