Product Service Engineer at Caterpillar Inc.

Brisbane, Queensland, Australia

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Mining, Heavy Equipment, TechnologyIndustries

Requirements

Technical Excellence: Product Support experience (field experience a plus, mining experience preferred)
Customer Focus: Knowledge of values and practices aligning customer needs and satisfaction in business decisions, ability to create customized solutions
Data Gathering & Analysis: Knowledge of tools, techniques, and processes to collect and synthesize data objectively from stakeholders and sources
Service Excellence: Knowledge of customer service concepts and techniques to meet customer needs

Responsibilities

Mining Technology (MineStar) hardware and software issue identification and resolution for dealers and customers
Implementation and utilization of 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 (product defect) process to ensure proper resolution
Act as liaison between Caterpillar implementation teams, product development teams, and other support team members to ensure corrective actions, change management, and support processes are followed
Frequent discussions with Product Support Manager/Team Leader on priorities, directions, and assistance
Frequent interaction with Product Support Team across locations (US, Australia, India, Brazil) for knowledge transfers
Frequent discussions with Engineering on customer problems, diagnosis, patches/fixes, and functionality issues
Regular communication with customers and dealers on status and resolution of issues

Skills

Key technologies and capabilities for this role

MineStarTerrain OfficeMining TechnologyProduct ValidationTroubleshootingProject Management

Questions & Answers

Common questions about this position

Is this a full-time position?

Yes, this is a full-time employment opportunity.

Where is this role located?

The role is located in Brisbane, QLD.

What are the main responsibilities of this role?

Responsibilities include Mining Technology (MineStar) hardware and software issue identification and resolution, implementation of standard support processes, advocating for dealers and customers with product development, participating in NPI projects, and acting as a liaison between teams.

What is the company culture like at Caterpillar?

Caterpillar emphasizes a global team of makers, problem solvers, and innovators who care about each other and create stronger, more sustainable communities through progress and innovation.

What kind of experience makes a strong candidate for this role?

Strong candidates will have experience in product validation, troubleshooting, diagnosing technical problems, project management, and working with mining technology like MineStar, along with the ability to manage internal and external relations.

Caterpillar Inc.

Manufactures heavy machinery for various industries

About Caterpillar Inc.

Caterpillar Inc. designs and manufactures heavy machinery and equipment for industries such as construction, mining, energy, and rail. Their products include a wide range of machinery and engines that help clients complete large-scale projects. Caterpillar's equipment works by providing powerful tools that can perform tasks like digging, lifting, and transporting materials. What sets Caterpillar apart from its competitors is its strong aftermarket support, which includes maintenance and repair services, ensuring that their machinery remains efficient and reliable over time. The company's goal is to deliver high-quality products while also focusing on sustainability and community development through initiatives that improve education and reduce poverty.

Irving, TexasHeadquarters

1925Year Founded

$143.5KTotal Funding

IPOCompany Stage

Industrial & Manufacturing, Social Impact, AI & Machine LearningIndustries

10,001+Employees

Benefits

Annual incentive bonus plan

Medical, dental, and vision coverage

Paid time off plan (Vacation, Holiday, Volunteer, Etc.)

401k savings plan

Health savings account (HSA)

Flexible spending accounts (FSAs)

Disability benefits

Life Insurance

Parental leave

Healthy Lifestyle Programs

Employee Assistance Programs

Voluntary Benefits and Employee Discounts

Tuition Reimbursement

Career Development

Risks

Closure of Aurora office may impact regional economy and Caterpillar's reputation.

Partnership with Anti Social Social Club could dilute Caterpillar's industrial brand focus.

Advanced technology in Cat D8 dozer may face resistance from traditional customers.

Differentiation

Caterpillar's century-long history underscores its reliability and industry leadership.

The company integrates AI and IoT to enhance machinery performance and customer satisfaction.

Caterpillar's strong aftermarket services ensure product longevity and operational efficiency.

Upsides

Growing demand for autonomous equipment boosts Caterpillar's innovation in heavy machinery.

Expansion of 5G networks enhances Caterpillar's remote operation capabilities, improving safety.

Caterpillar's commitment to sustainability aligns with the global shift towards eco-friendly practices.

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