Product Service Consultant
About The Position
The Product Service Consultant provides support services for Caterpillar Mining Technology (MineStar) customers and dealers worldwide. 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 consultant works with dealers, customers, product development engineering, implementation teams, and other support teams to resolve issues and follow established change-management and support processes. The position includes incident management, new product introduction (NPI) support, field follow activities, product defect reporting, and the development of product improvement ideas. It is primarily performed during normal day-shift hours, with some off-shift and weekend responsibilities. The position is onsite five days a week at the Tucson, Arizona office and requires up to 25% domestic and international travel, including occasional short periods working at open-pit mine sites after completing required regulatory safety training.
Requirements
- Knowledge of problem-solving approaches, tools, and techniques, with the ability to recognize, anticipate, and resolve organizational, operational, or process problems across diverse situations.
- Knowledge of technology and its application, with the ability to develop and provide solutions to significant technical challenges.
- Knowledge of data-gathering and analysis tools, techniques, and processes, and the ability to synthesize information from multiple stakeholders and sources objectively.
- Knowledge of customer-focused values and practices and the ability to use them to create customized customer solutions.
- Ability to work full-time onsite at the Tucson, Arizona office, five days a week.
- Ability to travel up to 25%, domestically and internationally.
- Ability to complete and pass regulatory open-pit safety training and work for short periods in open-pit mining environments.
- Ability to perform some off-shift and weekend responsibilities.
- Successful completion of a drug screen as a condition of employment.
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.
- Use standard support processes to respond to, restore, and resolve issues.
- Advocate for dealers and customers to resolve technical product issues with product development engineering.
- Participate in New Product Introduction (NPI) projects and complete assigned product support deliverables.
- Coordinate and complete NPI field-follow objectives and other field development and field-follow projects as required.
- Provide 24 x 7 x 365 incident management.
- Perform hands-on product analysis 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.
- Process CPI / CER tickets to responsible parties and report product defects through the CPI process.
- Communicate with dealers about issue status and troubleshooting.
- 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.
- Resolve application issues and promptly escalate issues to advanced engineering specialists when a quick resolution cannot be obtained.
- Liaise 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.
Benefits
- Medical, dental, and vision benefits, subject to plan eligibility, terms, and guidelines.
- Paid time off, including vacation, holidays, and volunteer time.
- 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.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
