Product Service Consultant

Caterpillar•Tucson, AZ

6d•Onsite

About The Position

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. Caterpillar’s CAT Technology Division is currently seeking a Product Service Consultant to support MineStar Terrain technologies. As Product Service Consultant, you will have a significant impact on overall product quality and customer experience for MineStar Terrain technologies. This role will provide support and service engineering services which include product validation, investigating, troubleshooting, diagnosing application and technical problems. With an emphasis in project management, internal and external relations.

Requirements

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.
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.
Bachelor’s degree computer science or mining engineering related field, or product support experience
Minestar experience
Experience supporting technology in an industrial or production environment
Cat New Product Introduction (NPI) process experience
Experience utilizing Linux, SQL Server, TCP/IP networking, Microsoft client and server platforms
Ability to effectively communicate with technically and non-technically skilled mining customers and dealers to develop partnerships/relationships

Nice To Haves

open pit mine site support work at times
regulatory open pit and underground mine safety training
travel to and work for short periods of time in open pit and underground mining environments

Responsibilities

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.
Report issues within the CPI (product defect) process to assure proper resolution to ongoing issues.
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.