Minestar Customer Support Analyst

Customer Support Analyst

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. Caterpillar's MineStar Solutions, a department within Surface Mining and Technology, is currently seeking a Customer Support Analyst in Tucson, AZ. In this role, you will provide support services which include investigating, troubleshooting, and diagnosing application and technical problems, followed up with the restoration of service through corrective actions and permanent resolutions. This includes software and on-board hardware, for a worldwide group of Mining Technology customers and dealers.

What You Will Do:

• Mining Technology (MineStar) hardware and software issues identification and resolution for dealers and customers.
• Utilization of standard support processes and ticketing systems.
• Verbal and written communication with customers & dealers regarding status, problem troubleshooting, etc.
• Provide Hotline coverage for MineStar Product family.
• Responsible for resolving a high percentage of application issues, and prompt escalation to advanced support when a quick resolution cannot be obtained.
• Communication and escalation of top priority issues to Service Engineering.
• Advocate on behalf of the dealer and customer to resolve technical product issues.

Key Relationships:

• Product Service Engineers: Subject matter Expert (SME) Training and escalation point for complex issues.
• Implementation Team: frequent discussions regarding site-specific customer information. Liaison to ensure "problem-free" transitions of new sites to the Product Support Team.
• Customers and Dealers: communicate on a regular basis the status and resolution of issues.

What You Have:

• Technical Excellence: Call center or helpdesk experience. Experience investigating, troubleshooting, and diagnosing application and technical problems related to Mining Technology (MineStar) hardware and software. Perform root-cause analysis.
• Customer Focus: Process-focused with the ability to execute service and incident management processes. Moderate level of information technology and application knowledge and support experience.
• Data Gathering & Analysis: Experience in providing incident management and root cause analysis for complex applications. Experience in providing first-call technical support for enterprise-level applications directly with customers.
• 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.
• Effective Communications: Excellent communication and interpersonal skills. Ability to effectively communicate with technical and non-technical mining customers and dealers to develop partnerships/relationships.
• Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, 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 working relationships with clients, vendors, and peers.
• Consideration for Top Candidates: Mining industry experience. Windows Server VM knowledge and experience. Experience utilizing Oracle, SQL Server, TCP/IP networking, Microsoft client, and server platforms.

Additional Information:

• This position requires the candidate to work full-time at the Tucson Mining Center office in Tucson, AZ.
• Relocation assistance is NOT available for this position.
• Visa sponsorship is NOT available with this position.
• This position will require up to 10% travel.
• Summary Pay Range: $79,800.00 - $119,760.00 Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.
• Benefits: Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.
• This position requires working onsite five days a week.

Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com/careers.