Product Service Consultant

Caterpillar Inc.•Tucson, AZ

11d•$97,530 - $146,290•Onsite

About The Position

The Product Service Consultant provides support services to a worldwide group of Mining Technology customers and dealers. The role investigates, troubleshoots, and diagnoses application and technical problems involving software and on-board hardware, then restores service through corrective actions and permanent resolutions. The position also supports MineStar hardware and software, participates in new product introduction (NPI) activities, and provides incident management and product expertise. The role is based onsite at Caterpillar’s Tucson, Arizona office five days a week, with travel of up to 25% domestically and internationally. Work is primarily during normal day-shift hours but includes some off-shift and weekend responsibilities. The role may require short periods working at open-pit mining sites after completing required regulatory safety training.

Requirements

Knowledge of problem-solving approaches, tools, and techniques, and ability to apply them to diverse situations.
Knowledge of relevant technology and application methods, and ability to develop solutions to significant technical challenges.
Knowledge of data-gathering and analysis tools, techniques, and processes, and ability to synthesize information from multiple sources objectively.
Knowledge of customer-focused values and practices, and ability to use customer needs and satisfaction to create customized solutions.
Ability to work full-time onsite at the Tucson, Arizona office, five days a week.
Ability to travel up to 25%, including domestic and international travel.
Ability to complete and pass regulatory open-pit safety training and work for short periods in open-pit mining environments.
Availability for some off-shift and weekend responsibilities.

Nice To Haves

Previous software troubleshooting experience.
Software development background.
Background in mining and machines, specifically fleet management systems.

Responsibilities

Identify and resolve Mining Technology (MineStar) hardware and software issues for dealers and customers, using standard support processes to respond, restore, and resolve issues.
Advocate for dealers and customers in resolving technical product issues with product development engineering.
Participate in New Product Introduction (NPI) projects and complete assigned NPI product-support deliverables.
Coordinate and complete field development and field follow objectives as part of NPI programs.
Provide 24 x 7 x 365 incident management.
Provide hands-on product expertise, analyze problems, and provide ICA.
Work assigned incident cases in an order that meets posted Support Level Agreement metrics.
Escalate top-priority issues to the team lead and route CPI/CER tickets to responsible parties.
Communicate with dealers about issue status and troubleshooting.
Report product issues through the CPI product-defect process to support appropriate resolution.
Create and maintain a support environment that enables issue diagnosis and customer connectivity.
Create and report product-improvement ideas, including functional enhancements and supportability improvements.
Resolve application issues and promptly escalate cases to advanced engineering specialists when a quick resolution cannot be obtained.
Act as liaison among Caterpillar implementation teams, product development teams, and other support team members to ensure corrective actions and standard change-management and support processes are followed.