Product Service Engineer-Hydraulic Mining Shovel

Caterpillar•Tucson, AZ

4d•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. As a Product Service Engineer, you will monitor and influence the overall performance of assigned Hydraulic Mining Shovel (HMS) model to meet the needs of customers and dealers. Why This Role Is Exciting: Hands‑On Product Impact Work directly with real‑world product issues, field performance, and customer feedback — your work will immediately influence product reliability and customer satisfaction. Meaningful Technical Contribution Your problem identification and prioritization directly shape product improvements, warranty reduction, and long‑term product quality. Cross‑Functional Collaboration Partner with dealers, engineering teams, service groups, marketing, and field personnel to solve problems from discovery through resolution. Influence on Future Products Provide critical input to New Product Introduction (NPI) teams, helping set serviceability, reliability, and durability goals for next‑generation equipment. Field Exposure & Real‑World Problem Solving Visit dealers and customers to see issues firsthand, provide technical support, and witness the impact of your work in the field.

Requirements

Knowledge of and ability to troubleshoot heavy equipment systems including hydraulic, electrical, engine, etc.
Experience in providing technical support for heavy equipment directly with customers and dealers.
Experience in providing problem management and root cause analysis.
Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with dealers and customers.
Demonstrates clear written and verbal communication with strong attention to detail.
Ability to effectively communicate with technically and non-technically skilled mining customers and dealers alike.
Self-motivated and organized.

Nice To Haves

Caterpillar HMS experience.
Mining industry experience.
Bachelor’s degrees in Mechanical, Electrical, Aerospace, or Agricultural Engineering.
Experience and knowledge of various product support systems such as CPI, SIS, SIMS, RWA, PIS.

Responsibilities

Responsible for monitoring the overall performance of products to reduce warranty costs and to meet the needs of customers worldwide.
Identify problems, investigate causes, and establish priorities for resolution.
Define field problems in terms of observed symptoms, research available data, define applications and conditions encountered, and raise CPI (Current Product Improvement) issues as appropriate.
In conjunction with the CPI Black Belt, work with dealers and technical staff as necessary to identify required information, help identify root cause, and communicate corrective action. Fixes must address both production and field requirements, which may be different paths.
Monitor result after change.
Initiate action for product improvement through PIP (Product Improvement Program) /PSP (Product Support Program) warranty program preparation to address commercial/business impact of field problems.
Initiate preparation and distribution of technical publications to identify problems, communicate resolutions and announce product improvements.
Provide input to NPI (New Product Introduction) team for the setting of serviceability, reliability, and durability goals.
Work with dealers and customers on pilot test programs.
Complete NPI product support deliverables including Field Follow objectives as part of NPI.
Provide technical product support to dealer personnel, subsidiary service groups, marketing units, design engineers, technical information division, test and evaluation, etc.
Support marketing units with technical guidance for managing customer problems with product deficiencies.
Support design engineer activity by identifying market needs to be considered in new/changes to products.
Provide counsel to subsidiary plant service engineering/product quality on product problem maintenance.
Respond to dealer/customer and other Caterpillar employee questions regarding product performance.
Conduct dealer and customer visits to personally provide technical assistance on urgent field problems and for follow-up purposes.