Product Service Engineer at CATERPILLAR ASIA PTE LTD

Tucson, Arizona, United States -

Full Time

Start Date

Immediate

Expiry Date

11 Jul, 26

Salary

146290.0

Posted On

12 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Product support, Troubleshooting, Data analysis, Customer service, Project management, Technical communication, Problem solving, Relationship management, Azure, Linux, SQL Server, TCP/IP networking, Microsoft client and server platforms, Mining technology, Hardware diagnostics, Software diagnostics

Industry

Machinery Manufacturing

Description

Career Area: Product Support Job Description: 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 MineStar Solutions Division is currently seeking a Product Service Engineer to support MineStar Detect technologies. As a Product Service Engineer, you will have a significant impact on overall product quality and customer experience for MineStar Detect technologies. This role will provide support and service engineering services which include product validation, investigation, troubleshooting, diagnosing application and technical problems. With an emphasis on project management, internal and external relations. 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. Report issues within the CPI (product defect) process to assure proper resolution to ongoing issues. Act as liaison between the Caterpillar implementation teams, product development teams, and other support team members ensuring appropriate corrective actions are performed and 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 What You Have: Technical Excellence: Product Support experience. Field experience is a plus, and mining experience will set you apart. 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. 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. Effective Communications: Understanding 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. 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: Degree in Engineering discipline preferred Experience supporting technology in an industrial or production environment Experience with troubleshooting complex software and hardware issues Experience utilizing Azure, Linux, SQL Server, TCP/IP networking, Microsoft client and server platforms Strong written and verbal communication skills – ability to explain complex technical concepts Experience with creating and maintaining technical publications Strong collaboration skills – working closely with multiple product teams to develop partnerships Strong customer service orientation with the ability to manage expectations Ability to analyze and compile empirical data to reach evidence-based conclusions Additional Information: This position requires the candidate to work full-time at the Tucson Mining Center office. This job role is primary performed during normal day shift hours but does include some off-shift and weekend responsibilities. Domestic relocation assistance is NOT available for this position. Visa sponsorship is NOT available with this position. This position will require up to 20% travel 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. #LI Summary Pay Range: $97,530.00 - $146,290.00 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. Medical, dental, and vision benefits* Paid time off plan (Vacation, Holidays, Volunteer, etc.)* 401(k) savings plans* Health Savings Account (HSA)* Flexible Spending Accounts (FSAs)* Health Lifestyle Programs* Employee Assistance Program* Voluntary Benefits and Employee Discounts* Career Development* Incentive bonus* Disability benefits Life Insurance Parental leave Adoption benefits Tuition Reimbursement * These benefits also apply to part-time employees This position requires working onsite five days a week. Visa Sponsorship is not available for this position. Posting Dates: Any offer of employment is conditioned upon the successful completion of a drug screen. Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply. Not ready to apply? Join our Talent Community. There’s more to work at Caterpillar than just the work itself. We hire smart, friendly people and it shows in our culture. We hold ourselves to high standards and make sure our values of integrity, excellence, teamwork, commitment and sustainability come to life in the way we work. We make sure our employees feel continuously challenged while also supported. We provide professional growth opportunities, including leadership programs. We celebrate the diversity of our team, while also working together as one Caterpillar. Our culture, like everything at our company, is made possible by each employee’s contribution. Person by person, we create the environment we work in, and we are proud of the Caterpillar we’ve built.

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Responsibilities

The Product Service Engineer will identify and resolve hardware and software issues for MineStar Detect technologies while acting as a liaison between development teams and customers. This role involves product validation, troubleshooting, and managing technical support processes to ensure high product quality and customer satisfaction.