Senior Product Service Engineer

Caterpillar Inc.•Tucson, AZ

1d•$128,470 - $192,710•Onsite

About The Position

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. Join the Large Mining Truck (LMT) Ultra Class (UC) Product Support team as a Senior Product Service Engineer. In this exciting role, you’ll work closely with cross-functional internal teams and our dealers and customers across the world to ensure successful LMT UC fleet performance. You’ll provide leadership to troubleshoot and resolve issues, to design the right products, and to provide the right services, tools, and processes to maximize product quality and performance. This role is the senior UC Subject Matter Expert (SME) for assembly, commissioning, service, and repair, supporting the most complex and high‑risk field events. The position provides critical leadership for NPI prototype and pilot programs, drives defect knowledge into factory and field processes, and mentors the broader team to scale UC service capability as fleet size and age increase.

Requirements

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and the ability to leverage that information in creating effective solutions. Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.
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.
Technical Excellence: Engineering knowledge or technical experience with heavy equipment. Ability to develop and provide solutions to significant technical challenges.
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. Knowledge of product service procedures to leverage or adapt to resolve complex customer issues.
Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to customers, 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 downward, upward and outward. Communicate effectively in front of the dealer and customers.
Problem Solving: Knowledge of approaches, tools, techniques, and service and product information for recognizing, anticipating, and resolving organizational, and 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 and collaborative working relationships with customers, dealers, vendors, and peers. Maintain long-term relationships by communicating expectations, negotiating terms of agreements, and listening to our customers and dealers. Ability to work in high-pressure situations. Time management skills.

Nice To Haves

Bachelor’s degree in engineering.
Large Mining Trucks and/or mining equipment experience.
Product support experience.
Knowledge or experience in systems used by Cat product support.
Hands on field or shop experience as mechanic or technician.
Deep knowledge of assembly, maintenance, service, and repair best practices, tooling, support equipment, and processes.

Responsibilities

Support our End-to-End Built-In Quality by developing defect detection and driving defect reduction, speeding field recovery, and improving fleet reliability.
Provide hands‑on leadership supporting commissioning and complex field deployments.
Improve serviceability and repair procedures to support long‑term fleet growth.
Evaluate the results to identify functional deficiencies.
Capture and share lessons learned and Best Practices from a problem-solving effort.
Advocate on behalf of the dealer and customer and drive effective solutions to technical challenges.
Ensure seamless collaboration and alignment with internal and external teams.
Maintain strong internal and external relationships via delivery of commitments, open communication, and ongoing feedback.
Resolve customer complaints or complex problems by troubleshooting root causes and organizing appropriate subject matter experts, then leading problem resolution and field validation efforts with appropriate sense of urgency.
Write technical specifications and instructions to ensure effective product service that results in a high level of product reliability and performance.