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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 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 dedicated to creating resilient and sustainable communities. Our commitment to progress and innovation is reflected in our collaborative efforts with customers, fostering a better world for all.

About Us

We are a prominent international organization at the forefront of software development in the mining industry. This role offers a unique opportunity to engage with the mining sector within a supportive and dynamic team environment. We emphasize skill development and knowledge enhancement related to all facets of mining and the MineStar software suite. Our local experts collaborate globally with support analysts, product teams, dealers, and clients, playing a vital role in achieving collective success.

Your Role

As a technical application support analyst, you possess a proven track record in identifying and resolving real-world challenges. You are an innovative thinker, comfortable tackling diverse issues. A self-motivated individual, you take pride in seeing projects through to fruition. You value the quality of your work and thrive in collaborative settings, working closely with team members and clients to devise optimal solutions. Your role will allow you to acquire a distinctive skill set that encompasses traditional IT domains (desktop, servers, databases, networks, etc.) alongside Caterpillar's Mining Technology solutions and our technology partners. You will contribute your unique insights to our global support community, enhancing our processes while broadening your own global perspective. Occasional site visits will allow you to witness the successful implementation of solutions for our clients.

Key Responsibilities:
  1. Deliver exceptional customer service for MineStar hardware and software.
  2. Foster strong relationships with clients and dealers in your designated area.
  3. Provide rotational hotline support for MineStar products.
  4. Restore site services, troubleshoot issues, and escalate to advanced support as necessary.
  5. Diagnose a comprehensive ecosystem, from basic sensors on machinery to onboard control units, displays, network issues, 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 troubleshooting and diagnosing application and technical issues.
  4. Analytical mindset with a process-oriented approach.
  5. Experience in customer support roles, such as call centers or helpdesk environments.
Preferred Qualifications:
  1. Ability to comprehend complex software and hardware interactions.
  2. Experience in the mining sector.
  3. Moderate understanding 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 on a 24/7/365 basis, necessitating weekend coverage on a rotational basis. A hybrid working model is in place, allowing for a combination of office and remote work days.

Equal Opportunity:

Caterpillar is an Equal Opportunity Employer (EEO).