Product Service Consultant

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.

Caterpillar Inc. is the world's leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we've been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.

If you are looking for personal and professional growth, in a company with an inclusive culture, which seeks equity, respects differences and believes in people's potential, this is the right place. We consider people with disability candidates and those with diversity in gender, culture, ethnicity, religion, age, generation, race, nationality and sexual orientation.

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In this role you will provide support services which include investigating, troubleshooting, and diagnosing application and technical problems, followed up with 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 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; complete NPI product support deliverables including field development and field follow projects as required; complete NPI Product Support deliverables as assigned by Product Service Engineers; coordinate and complete Field Follow objectives as part of NPI programs.
• Provide 24 x 7 x 365 Incident Management.
• Provide hands-on product expertise to complete problem analysis and provide ICA.
• Process CPI / CER tickets to responsible parties.
• Communicate with dealers regarding status, problem troubleshooting, etc.
• Report issues within the CPI (product defect) process to assure proper resolution to 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.
• Product Service Engineers are responsible for resolving a high percentage of application issues, and prompt escalation to advanced engineering specialists when a quick resolution cannot be obtained.
• 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.

Skills:

• 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.
• 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.
• 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.
• Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

Basic requirements:

• Bachelor's degree
• Pre-Advanced English

Top candidates will also have:

• Intermediate Spanish
• Strong hands-on troubleshooting skills, with a background or preference for working in mining operations.
• Experience with technology, preferably Java

Additional Information:

• Availability and desire to travel domestically and/or internationally on assignment at dealer locations and mine sites – Up to 25% 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 safety training, and travel to and work for short periods of time in open pit 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 primary performed during normal day shift hours, but does include some off-shift and weekend responsibilities.

Some of the offered benefits*:

• Medical plan
• Dental plan
• Medicines reimbursement
• Psychological, Legal, Social and Finance Support Program
• Private pension plan
• Profit share
• Meal assistance
• Christmas basket
• Transportation
• Life and personal insurance
• Extended maternity and paternity leave
• Employee resources group (Young Professional, Women in Networking, LAMBDA (LGBTQIA+), Latin Group and Active in Sport)

*Caterpillar reserves the right to change or modify benefits at any time, subject to prior notice and in compliance with legal requirements. Benefit eligibility may vary by position and location.

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Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply. Not ready to apply? Join our Talent Community.