Product Service Engineer

3 days ago

Brisbane, Queensland, Australia Caterpillar Financial Services Corporation Full time

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.

About the Opportunity

Cat Minestar serves our mining customers in achieving sustainable operational improvements by leveraging the power of data, people, and processes. We partner with our global dealers to help our customers to sustainably improve safety, efficiency, productivity, and fleet utilization at their sites.

MineStar Edge is a cloud-based solution in the Cat MineStar portfolio. As a Product Service Engineer, your role is centered around product field validation and product problem management.

This position is a great opportunity to evolve to a Subject Matter Expert (SME) in MineStar Solutions business unit.

Job Duties:

  • Work with dealers and customers to monitor the overall product performance and coordinate improvements in its serviceability, reliability, and maintainability.
  • Coordinate product problem investigation and resolution using Continuous Product Improvement (CPI) process, field testing and analysis of field returns.
  • Accountable for working with engineering to develop and implement Interim Corrective Action (ICA) and Permanent Corrective Action (PCA).
  • Provide technical support & escalation to engineering through Call Center and Sales Force (TSC) to Tier 1 (dealers), Tier 2 (Call Center) and Tier 3 (service engineering) support.
  • Participate in New Product Introduction (NPI) gateways, Support Request Reviews, and bug triages meetings.
  • Assist in creating, updating, and improving product service publications and release notes.
  • Coordinate and issue Send-it-Back (SIB) for failed components for engineering failure analysis.
  • Conduct dealer and customer visits to execute field follow validation plans and/or provide technical assistance on urgent field problems.
  • Assist with the development of MineStar Technology Training courses content.
  • Provide technical assistance to internal teams and divisions including commercial, training, and implementation teams.

Key Skills Required:

  • 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.
  • 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: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviours.
  • 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.
  • Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

Basic Qualifications:

  • Bachelor's Degree in hardware, electronics or software engineering or relevant equivalent field experience.
  • At least 3 years of professional job-related experience.

Top Candidates will also have:

  • Excellent teamwork, relationship-building, and communication skills.
  • Technology aptitude with a keen curiosity of "know-how".
  • Strong understanding/experience of computer networks and cloud computing.
  • Experience with DevOps & MS Azure.
  • Exceptional technical problem-solving skills.
  • Understanding of Caterpillar equipment onboard electronics.
  • Prior experience in mining or mining technology.

Additional information:

The primary location for this position is Brisbane, Australia.

Relocation or work visa sponsorship are not available for this position.

This position may require up to 30% travel.

Posting Dates:

March 7, 2025 - March 20, 2025.

Caterpillar is an Equal Opportunity Employer (EEO).

Not ready to apply? Join our Talent Community.

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