Product Service Engineer

Caterpillar Inc.•Tucson, AZ

1d•$112,710 - $169,060•Onsite

About The Position

The position supports MineStar for Underground technologies including Command, Fleet, Detect, onboard machine systems, Remote Operator Stations, server infrastructure, communications networks, and mine site technology deployments. Engineers work directly with dealers, mine sites, and product development teams to troubleshoot complex operational issues and validate new software and hardware releases. This is a mining technology systems service engineering position that combines software, networking, machine systems, positioning technologies, and operational support within active underground mining environments.

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.
Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
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

Engineering or other technical degree with 1 to 5 years of relevant experience, or 5 to 10 years of equivalent experience in lieu of a degree.
Experience supporting complex industrial technology environments, including Windows Server, VMware/ESXi, Linux, SQL Server, Azure, and TCP/IP networking.
Strong troubleshooting and root cause analysis skills across software applications, server infrastructure, machine systems, network connectivity, sensors, and positioning technologies.
Background supporting autonomous, tele-remote, or mission-critical operational systems in mining, manufacturing, industrial, or heavy equipment environments.
Experience analyzing system logs, performance data, and connectivity issues to diagnose and resolve complex technical problems while meeting service level commitments.
Knowledge of virtualization, networking, video streaming systems, radio communications, industrial computing platforms, and Remote Operator Stations (ROS).
Product support or field service experience working directly with customers, dealers, and engineering teams in a production environment; mining experience is highly preferred.

Responsibilities

Investigate, troubleshoot, and resolve complex MineStar for Underground issues across Command, Fleet, and Detect systems to restore service and deliver permanent solutions.
Analyze system logs, machine connectivity, positioning data, sensors, onboard hardware, server infrastructure, underground network interfaces, and software applications to identify root causes and drive corrective actions.
Provide technical support to Caterpillar dealers and mining customers worldwide, serving as the primary point of contact and delivering regular status updates throughout incident resolution.
Manage and prioritize support cases based on severity and business impact, meet Incident Management SLA targets, and coordinate emergency response for critical production-impacting issues.
Partner with Product Support and Engineering teams to escalate product defects, track corrective actions through CPI/CER processes, and advocate for customer and dealer needs.
Support new product introductions and deployments by completing NPI deliverables, participating in field development activities, identifying supportability risks, and developing documentation, tools, and best practices to improve global support effectiveness.