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Product Support Engineer

2 months ago

Perth, Western Australia Caterpillar Full time
Career Area: Product Support

Job Overview: At Caterpillar Inc., your contributions help shape the future. As part of our global team, we prioritize not only the tasks at hand but also the well-being of our colleagues. We are innovators, problem solvers, and builders of a sustainable future, committed to making tangible progress alongside our customers.

About Us

We are a prominent international organization at the forefront of software development within the mining industry. This dynamic role, based in Brisbane & Perth, offers a unique opportunity to engage with the mining sector while working within a supportive and energetic team. We emphasize professional growth, equipping you with extensive knowledge of mining operations and the MineStar software suite. Our local experts collaborate globally with support analysts, product teams, dealers, and clients, playing a vital role in our mission to enhance communities.

Your Role

As a technical application support analyst, you will leverage your expertise to identify and resolve real-world challenges. Your innovative mindset will enable you to tackle a diverse range of issues. You are a proactive individual who sees projects through to completion, balancing responsibilities between home and the office. Your commitment to quality and collaboration will drive you to work closely with the broader team and customers, ensuring optimal solutions. You will acquire a distinctive skill set that encompasses various IT domains (desktop, servers, databases, networks, etc.) alongside Caterpillar's Mining Technology solutions and our technology partners. Your unique experiences will contribute to our global support community, enhancing our processes while broadening your global perspective. Occasional site visits will allow you to witness the successful implementation of solutions for our customers.

Key Responsibilities:
  1. Deliver exceptional customer service for MineStar hardware and software.
  2. Establish strong relationships with customers and dealers in your territory.
  3. Provide rotational hotline support for MineStar Products.
  4. Restore site services, resolve issues, and escalate to advanced support as necessary.
  5. Troubleshoot a comprehensive ecosystem, from basic sensors on machinery to onboard control units, displays, network diagnostics, application servers, and database challenges.
Essential Qualifications:
  1. Technical Diploma or relevant certifications.
  2. Proficient knowledge of Windows systems.
  3. Minimum of 2 years' experience in investigating, troubleshooting, and diagnosing application and technical issues.
  4. Analytical mindset with a process-driven approach.
  5. Experience in customer support, preferably in a call center or helpdesk setting.
Preferred Qualifications:
  1. Ability to understand complex software and hardware interactions.
  2. Experience in the mining industry.
  3. Moderate knowledge of information technologies.
  4. Familiarity with virtualization, basic TCP/IP networking, and database fundamentals.
  5. Background in mechanical or electrical engineering.
Additional Information:

This position may require occasional travel and support work at various mine sites. The global support team operates 24/7/365, necessitating weekend coverage on a rotational basis. A hybrid working environment is available, allowing for a combination of office and remote work days.

Equal Opportunity Employer:

Caterpillar is committed to creating a diverse environment and is proud to be an equal opportunity employer.