Product Service Consultant

1 month ago

Brisbane, Queensland, Australia Caterpillar Full time

Job Summary:

Caterpillar is seeking a highly skilled Product Service Consultant to support MineStar Solutions Division. As a Product Service Consultant, you will play a critical role in ensuring the overall product quality and customer experience for MineStar Terrain technologies.

Key Responsibilities:

  • Identify and resolve hardware and software issues for MineStar technologies.
  • Implement and utilize standard support processes to respond, restore, and resolve issues.
  • Advocate on behalf of dealers and customers to resolve technical product issues with product development engineering.
  • Participate in New Product Introduction (NPI) projects.
  • Report issues within the CPI process to ensure proper resolution.
  • Liaise between Caterpillar implementation teams, product development teams, and support team members to ensure 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.
  • Engineering: frequent discussions regarding customer problems.
  • Customers and Dealers: communicate on a regular basis status and resolution of issues.

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.

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 United States which can be found through our employment website at https://www.caterpillar.com/careers.

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.

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