Marketing / Sales / Product Support

Caterpillar

Job Description



Career Area:

Marketing / Sales / Product Support

Job Description:

Caterpillar’s MineStar Solutions, a department within Surface Mining and Technology, is currently seeking a Product Service Engineer to be located in Brisbane, Australia.  In this role you will provide support and service engineering services which include product validation, 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.

Job Duties and Responsibilities include but not limited to:

  • 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.

  • Provide 24 x 7 x 365 level 3 product support

  • Mentor and train level 2 product support team before NPI program completion

  • Complete NPI Product Support deliverables as assigned by Product Service Engineers

  • Coordinate and complete Field Follow objectives as part of NPI programs.  Provide hands-on product expertise to complete problem analysis and provide ICA.

  • Incident Cases assigned are worked in an order to meet posted Support Level Agreement metrics

  • Escalate top priority issues to team lead

  • 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.

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.

  • Implementation Team: frequent discussions regarding site-specific customer information. Liaison to ensure “problem free” transitions of new sites to the Product Support Team.

  • 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

Basic Qualifications:

  • Bachelors degree in any discipline of mining or IT or relevant experience in the field

  • Prior exposure in a role providing customer support

  • Project management experience

Top Candidates will also have:

  • Mining industry experience a plus

  • Experience supporting technology in an industrial environment

  • Product Demonstration experience

  • Knowledge of New Product Introduction (NPI) process experience

  • Advanced Windows Server VM knowledge and experience

  • Experience utilizing Oracle, 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

  • Process focused with the ability to execute service and incident management processes, and drive process improvements

  • Advanced information technology and application knowledge and support experience

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 and underground 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 primary performed during normal day shift hours, but does include some off-shift and weekend responsibilities.

Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, Caterpillar offers many job opportunities outside of the which can be found through our employment website at www.caterpillar.com/careers

Caterpillar is an Equal Opportunity Employer (EEO).

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