Sr Service Engineer - Reliability

Caterpillar•Tucson, AZ

39d•$126,000 - $189,000•Onsite

About The Position

Your Work Shapes the World at Caterpillar Inc. 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. Caterpillar's Mining Center of Excellence (MCOE) is seeking a data-driven, strategically minded professional to join our team. This role plays a critical part in improving Physical Availability across global mining operations by leading product issue management and driving enhancements in product health, data analytics, and component lifecycle performance. It involves close collaboration with regional teams and product groups to ensure timely issue resolution and continuous improvement in reliability and durability. Why This Role Matters: You'll be at the heart of Caterpillar's mission to improve uptime and product reliability for our mining customers. This is a unique opportunity to shape global product issue management processes, drive quality improvements, and make a measurable impact on fleet performance. If you have field experience, analytical acumen and an enterprise perspective, this role is for you.

Requirements

Technical Excellence: Experience as a former Technical Representative or similar field-based role experienced in Caterpillar and dealer product support practices. Someone who not only interprets data but also understands day-to-day operational challenges. Mining industry experience is a strong asset, along with a solid understanding of global quality standards.
Data Gathering & Analysis: Strong analytical mindset with experience in data visualization and reporting (Power BI and Snowflake experience preferred). Familiarity with Caterpillar's product reliability systems and proficiency with the tools.
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.
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. The ability to work across the enterprise to achieve results
Effective Communications: Ability to communicate across the enterprise and to leadership through practical communication concepts; ability to leverage experience and data to create awareness and drive actionable results.

Nice To Haves

Mining industry experience
Understanding of global quality standards
Power BI and Snowflake experience

Responsibilities

Collect, score, and rank top RI product issues globally
Partner with RI product groups and regional teams to resolve priority issues
Create and deliver issue reporting for RI leadership and product groups
Lead containment efforts for critical product issues in collaboration with field teams
Drive execution of corrective actions to ensure timely resolution and prevent recurrence
Analyze product health trends leveraging available service data tools
Guide strategic use of leading indicators to assess fleet performance and availability
Advise regional, dealer, and internal teams on service data management strategies
Identify and advance opportunities to optimize service
Data collection and analysis tools
Serve as subject matter expert on component life and durability data
Build lifecycle cost models based on actual component life and application severity
Identify gaps in component durability and drive improvements with the product groups