Senior Product Service Engineer

Caterpillar•Tucson, AZ

9d•Onsite

About The Position

The Senior Product Service Engineer provides support services for a worldwide group of Mining Technology 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 engineer handles Mining Technology (MineStar) issues, supports dealers and customers, and advocates for them with product development engineering. The position also participates in New Product Introduction (NPI) projects and provides field development, field follow, and other assigned product-support deliverables. It includes 24 x 7 x 365 incident management, though the role is primarily performed during normal day-shift hours with some off-shift and weekend responsibilities. The engineer works as a liaison among Caterpillar implementation teams, product development teams, dealers, and other support team members. The role requires regular onsite work in Arizona mining environments, including open-pit mine sites, and up to 25% travel. The selected applicant must complete and pass regulatory open-pit safety training. The position is onsite five days a week. Domestic relocation assistance and visa sponsorship are not available. The position requires a degree in an accredited Engineering, Computer Science, or related field. Experience troubleshooting mining technology customer problems, field support of machine and software troubleshooting, and service engineering for hardware, software, and on-machine solutions are considered for top candidates. Construction or mining experience and experience supporting autonomy, robotics, or mining technologies are preferred. The listed summary pay range is $128,470 to $192,710. Benefits, subject to plan eligibility, terms, and guidelines, include medical, dental, and vision benefits; paid time off; 401(k) savings plans; health savings and flexible spending accounts; health lifestyle programs; an employee assistance program; voluntary benefits and employee discounts; career development; incentive bonus; disability benefits; life insurance; parental leave; adoption benefits; and tuition reimbursement.

Requirements

Degree in an accredited Engineering, Computer Science, or related field.
Ability to work closely with mining customers in Arizona.
Ability to visit and work in open-pit mine environments regularly.
Ability to complete and pass regulatory open-pit safety training.
Ability to travel up to 25%.
Ability to work onsite five days a week.
Visa sponsorship is not available.
Domestic relocation assistance is not available.

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 Mining Technology (MineStar) hardware and software issues for dealers and customers.
Implement and 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 projects.
Coordinate and complete Field Follow objectives as part of NPI programs.
Provide 24 x 7 x 365 incident management.
Provide hands-on product expertise, perform problem analysis, and provide ICA.
Process CPI / CER tickets to the responsible parties.
Communicate with dealers about issue status and troubleshooting.
Report issues through the CPI product-defect process to support resolution of ongoing issues.
Create and maintain a support environment that facilitates issue diagnostics and customer connectivity.
Create and report product improvement ideas, including functional enhancements and supportability improvements.
Resolve application issues and promptly escalate issues to advanced engineering specialists when a quick resolution cannot be obtained.
Liaise among Caterpillar implementation teams, product development teams, and other support team members to ensure corrective actions are performed and industry-standard change-management and support processes are followed.
Provide regular support at open-pit mine sites and travel to mining environments as required.