Senior Product Service Engineer

Caterpillar Inc.•Tucson, AZ

11d•$128,470 - $192,710•Onsite

About The Position

The Senior Product Service Engineer provides support services for worldwide Mining Technology (MineStar) customers and dealers. 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 position works closely with mining customers in Arizona and requires regular support work at open pit mine sites. It is performed primarily during normal day-shift hours, with some off-shift and weekend responsibilities, and requires up to 25% travel. The engineer handles a high percentage of application issues and escalates promptly to advanced engineering specialists when a quick resolution is not possible. The role also serves as a liaison among Caterpillar implementation teams, product development teams, dealers, customers, and other support team members to ensure corrective actions and standard change-management and support processes are followed. Domestic relocation assistance and visa sponsorship are not available.

Requirements

A degree in an accredited Engineering, Computer Science, or related field.
Knowledge of problem-solving approaches, tools, and techniques, and the ability to apply them to diverse situations.
Knowledge of customer-focus values and practices, with the ability to use customer needs and satisfaction to develop customized solutions.
Knowledge of data-gathering and analysis tools, techniques, and processes, and the ability to synthesize information from multiple sources objectively.
Knowledge of customer-service concepts and techniques, and the ability to meet or exceed customer needs and expectations.
Knowledge of relevant technology and its application, and the ability to develop solutions to significant technical challenges.
Ability to work closely with mining customers in Arizona and visit open pit mines.
Ability to complete and pass regulatory open pit safety training and regularly work in open pit mining environments.
Ability to travel up to 25%.
Ability to work primarily normal day-shift hours and handle some off-shift and weekend responsibilities.

Nice To Haves

Proven experience troubleshooting customer problems with mining technology.
Prior field experience supporting machine and software troubleshooting on machines.
Prior experience as a Service Engineer for hardware, software, and on-machine solutions.
Experience in construction or mining.
Experience supporting autonomy, robotics, or mining technologies.

Responsibilities

Identify and resolve 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 in resolving technical product issues with product development engineering.
Participate in New Product Introduction (NPI) projects and complete assigned product-support deliverables, including field development and field-follow activities.
Provide 24 x 7 x 365 incident management.
Apply hands-on product expertise to analyze problems and provide ICA.
Process CPI / CER tickets to the responsible parties.
Communicate with dealers about issue status and troubleshooting.
Report product defects through the CPI process to support proper resolution of ongoing issues.
Create and maintain a support environment that facilitates issue diagnosis and customer connectivity.
Create and report product-improvement ideas, including functional enhancements and supportability improvements.
Resolve application issues and escalate to advanced engineering specialists when a quick resolution cannot be obtained.
Liaise among Caterpillar implementation teams, product development teams, and support-team members to ensure corrective actions and standard change-management and support processes are followed.
Travel to and work in open pit mining environments, including regular mine-site support work.