Product Service Engineer

Caterpillar Inc.•Tucson, AZ

10d•$112,710 - $169,060•Onsite

About The Position

CAT Minestar serves our mining customers in achieving sustainable operational improvements by leveraging the power of data, people, and processes. We partner with our global dealers to help our customers to sustainably improve safety, efficiency, productivity, and fleet utilization at their sites. As a Product Service Engineer, your role is centered around product field validation and product problem management for MineStar OnBoard. This role provides the opportunity to work with the world’s leading mining companies. This position is a great opportunity to evolve into a Subject Matter Expert (SME) in mining technology applications.

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.
Problem Solving: 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.
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.

Nice To Haves

Bachelor’s degree in computer engineering, software engineering or relevant equivalent field experience
Experience with SQL databases, Windows Servers and Cloud Computing
Experience with Fleet Management Systems
Prior experience in mining or mining technology

Responsibilities

Work with dealers and customers to monitor the overall product performance and coordinate improvements in its serviceability, reliability, and maintainability.
Coordinate product problem investigation and resolution using Continuous Product Improvement (CPI) process.
Work with engineering to develop and implement Interim Corrective Action (ICA) and Permanent Corrective Action (PCA).
Provide technical support and escalation to engineering through Call Center and Sales Force (TSC) to Tier 1 (dealers), Tier 2 (Call Center) and Tier 3 (service engineering) support.
Participate in New Product Introduction (NPI) gateways, Support Request Reviews, and bug triages meetings.
Assist in creating, updating, and improving product service publications and release notes.
Execute field follows validation plans and/or provide technical assistance on urgent field problems.
Assist with the development of MineStar Technology Training courses content.
Provide technical assistance to internal teams and divisions including commercial, training, and implementation teams.