Product Service Consultant

Career Area:

Product Support

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.

Your Work Shapes the World:

Whether it be groundbreaking products, best-in-class solutions, or creating a lifelong career, you can do the work that matters at Caterpillar. With a 95-year legacy of quality and innovation and 150 locations in countries around the world, your impact spans the globe.

When you join Caterpillar, you are joining a team of makers, innovators, and doers. We are the people who roll up our sleeves and do the work to build a better world. We don't just talk about progress and innovation. We make it happen. And we are proud of that because it helps our customers build and power the world we live in - the roads, hospitals, homes, and infrastructure. Without a dedicated workforce, Caterpillar could not effectively meet our customer's needs. Join us.

Caterpillar's MineStar Solutions Division is currently seeking a Product Service Engineer to support MineStar Terrain technologies to be located in Brisbane, QLD.

As Product Service Engineer, you will have a significant impact on overall product quality and customer experience for MineStar Terrain Office technologies. This role will provide support and service engineering services which include product validation, investigating, troubleshooting, diagnosing application and technical problems, with an emphasis in project management, internal and external relations.

Job Duties and Responsibilities:

• Mining Technology (MineStar) hardware and software issue identification and resolution for dealers and customers.
• Implementation and utilization of standard support processes to respond, restore, and resolve issues.
• Advocate on behalf of the dealer and customer to resolve technical product issues with product development engineering.
• Participate in New Product Introduction (NPI) projects.
• Report issues within the CPI (product defect) process to assure proper resolution to ongoing issues.
• Act as the liaison between the Caterpillar implementation teams, product development teams, and other support team members ensuring appropriate corrective actions are performed and that industry standard change management and support processes are followed.

Key Relationships:

• Product Support Manager and Team Leader:
  frequent discussions regarding priorities, directions, and assistance.
• Product Support Team:
  frequent interaction and discussions with support analysts located in the United States, Australia, India, and Brazil. Assure knowledge transfers between team members.
• Engineering:
  frequent discussions regarding customer problems. Liaison to ensure problem diagnosis, information on patches/fixes and functionality issues are resolved.
• Customers and Dealers:
  communicate on a regular basis status and resolution of issues.

Additional Information:

• Availability and desire to travel domestically and/or internationally on assignment at dealer locations and mine sites - Up to 20%.
• ENVIRONMENTAL CONDITIONS - This position requires open pit mine site support work at times. The selected applicant will be required to complete and pass regulatory open pit and underground mine safety training, and travel to and work for short periods of time in open pit and underground mining environments. Time spent in a mining environment would typically include a single work week with daily work in the mining environment.
• This job role is primarily performed during normal day shift hours but does include some off-shift and weekend responsibilities.
• Working environment - 5 days in office.

Basic Qualifications:

• Bachelor's degree or 1-3 years of Product Support experience, Graduates welcome.

Top Candidates will also have:

• Bachelor's degree in Computer Science or Mining Engineering.
• 1 year project management experience.
• 1-2 years of experience supporting technology in an industrial or production environment.
• Cat New Product Introduction (NPI) process experience.
• Experience utilizing Linux, SQL Server, TCP/IP networking, Microsoft client and server platforms.
• Ability to effectively communicate with technically and non-technically skilled mining customers and dealers to develop partnerships/relationships.

Posting Dates:

December 19, 2024 - January 9, 2025.

Caterpillar is an Equal Opportunity Employer (EEO).