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Career Area:Marketing / Sales / Product SupportJob Description:Your Work Shapes the WorldWhether it be groundbreaking products, best-in-class solutions, or creating a lifelong career, you can do the work that matters at Caterpillar. With a 95-year legacy of quality and innovation and 150 locations in countries around the world, your impact spans the globe.When you join Caterpillar, you are joining a team of makers, innovators, and doers. We are the people who roll up our sleeves and do the work to build a better world. We don’t just talk about progress and innovation. We make it happen. And we are proud of that because it helps our customers build and power the world we live in – the roads, hospitals, homes, and infrastructure. Without a dedicated workforce, Caterpillar could not effectively meet our customer’s needs. Join us.Job DescriptionCaterpillar MineStar Solutions is currently seeking the expertise of a Product Service Engineer to be based in Tucson Arizona or Peoria, Illinois.As a Product Service Engineer, you will have a significant impact on the productivity & quality of a global fleet of Autonomous Trucks. You will drive customer satisfaction through effective issue resolution for MineStar software and onboard machine hardware.The Service Engineering team works with MineStar Technology Customers, Caterpillar Dealers, and diverse cross-functional teams within Caterpillar to install & commission trucks, investigate, troubleshoot, and diagnose issues to implement Corrective Actions. You will utilize your Customer Relationship skills to drive high-quality results with urgency & velocity. You will build strong product knowledge and product support skills. The team is engaged in Warranty Investigations, Service documentation, Continuous Product Improvement (CPI), New Product Introductions (NPI), and Product Field Follow Testing and Validation. Ongoing learning and knowledge development are key components of this role and specialized training is provided to the successful applicant.Job Duties: Provide hands-on product expertise to complete problem analysis, communicate corrective actions, and escalate priorities to key stakeholders on MineStar Software and Hardware issues. Utilize standard support processes to respond, restore, and resolve issues. Advocate on behalf of the Customers and Caterpillar Dealers to resolve Product Issues with the Product Development Engineering teams. Create and maintain a supportive environment that facilitates issue diagnostics and customer connectivity. Create and report product improvement ideas including functional enhancements and supportability improvements. Participate in assigned New Product Introduction (NPI) projects. Support and implement assigned MineStar Product Field Follow Testing and Validation programs. Participate in the development of service documentation and publications associated with the Command for Hauling MineStar Technology Solution. Periodically travel to Customers' and Dealers' facilities to provide technical assistance. Engage with the teams on Product related Incident Investigations as required. Generate system and site reporting and metrics as required.Basic Qualifications:Bachelor’s Degree in Computer Science, Software Engineering or Electronics, Electrical or Mechanical Engineering, or equivalent technical experience.5 years of experience in IT or help desk support.Top Candidates will also have: Experience in providing first-call technical support for enterprise-level applications directly with customers. Experience in providing problem management and root cause analysis for complex applications. Ability to work independently & as a functional member of a global team. Be a self-starter who takes initiative to accomplish tasks. Programming & Scripting experience. Windows Server and VM knowledge and experience. Experience utilizing SQL Server, Oracle, TCP/IP networking, and Microsoft client and server platforms.Additional information:The location for this position is Tucson, AZ, or Peoria, IL.Domestic relocation assistance is not available.Availability and desire to travel domestically and/or internationally to dealer locations and customer mine sites – Up to 25%Ability to meet the ongoing COVID vaccination mandate requirements of our major mining customers and regional governments in Australia and InternationallyENVIRONMENTAL CONDITIONS - This position requires open pit mine site support work on an as-required basis. The selected applicant will be required to complete and pass regulatory open pit mine safety training, and travel to and work in open pit mining environments. Time spent in a mining environment would typically include a single work week with daily work in the mining environment.This job role is performed during normal day shift hours but does include some off-shift and weekend rotational responsibilities.Sponsorship is not available.Closing date: 5/21/2023.Employee benefit detailsOur goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world. Here you earn more than just a salary because we value your performance. We offer a total rewards package that provides benefits on day one (medical, dental, vision, RX, and 401K) along with the potential of an annual bonus.Additional benefits include paid vacation days and paid holidays (prorated based upon hire date).Final detailsPlease frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application – please use the candidate log-in on our career website as it will reflect any updates to your status.This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at www.Caterpillar.com/Careers .For more information, visit caterpillar.com. To connect with us on social media, visit caterpillar.com/social-mediaEEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.There’s more to work at Caterpillar than just the work itself. We hire smart, friendly people and it shows in our culture. We hold ourselves to high standards and make sure our values of integrity, excellence, teamwork, commitment and sustainability come to life in the way we work. We make sure our employees feel continuously challenged while also supported. We provide professional growth opportunities, including leadership programs. We celebrate the diversity of our team, while also working together as one Caterpillar.Our culture, like everything at our company, is made possible by each employee’s contribution. Person by person, we create the environment we work in, and we are proud of the Caterpillar we’ve built.
Full-time