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Product Service Consultant

2 months ago

Australia Wheelchair Transport Service, Inc. Full time
About the Opportunity

Caterpillar's MineStar Solutions Division is currently seeking a Product Service Engineer to support MineStar Terrain - Command for Dozing technologies.

Job Duties and Responsibilities
  • Identify and resolve hardware and software issues related to MineStar technologies for dealers and customers.
  • Implement and utilize 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 ensure proper resolution to ongoing issues.
  • Act as a liaison between the Caterpillar implementation teams, product development teams, and other support team members to ensure 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. Ensure 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.
Basic Qualifications
  • Bachelor's degree or 3 years of Product Support experience.
Top Candidates will also have
  • Bachelor's degree in mechanical engineering, Electrical Engineering, Computer Science, or Mining Engineering.
  • Experience working with heavy machinery electrical systems.
  • 1 year project management experience.
  • 5 or more years of experience supporting technology in an industrial or production environment.
  • Cat New Product Introduction (NPI) process experience.
  • Experience utilizing Linux, 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.
Additional Information
  • Availability and desire to travel domestically and/or internationally on assignment at dealer locations and mine sites – Up to 20%.
  • 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.
  • This job role is primarily performed during normal day shift hours but does include some off-shift and weekend responsibilities.
What's in it for you?
  • Competitive remuneration package.
  • Attractive Bonus and Share options.
  • Higher Superannuation.
  • Career development with global prospects.
  • A strong commitment to safety and your wellbeing.
  • An inclusive workplace culture focused on quality, customer service and the environment.
  • A commitment to diversity and inclusion, equal opportunity, and equal outcome.
  • SMART spending APP.
  • The opportunity to do truly meaningful work in a supportive, constructive culture that encourages you to make the most of your talents.