Product Service Engineer at Caterpillar Inc.

Melbourne, Victoria, Australia

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Mining, Surface Mining, TechnologyIndustries

Requirements

Work as an independent as well as a functional member of a team
Self-starter who takes initiative to accomplish tasks
On-site field experience troubleshooting issues in a high stress and potentially harsh environment
Experience in providing first call technical support for enterprise-level applications directly

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 the dealer and customer to resolve technical product issues with product development engineering
Participate in New Product Introduction (NPI) projects
Complete NPI product support deliverables including field development and field follow projects as required
Provide 24 x 7 x 365 level 3 product support
Complete NPI Product Support deliverables as assigned by Product Service Engineers
Coordinate and complete Field Follow objectives as part of NPI programs
Provide hands-on product expertise to complete problem analysis and provide ICA
Work Incident Cases assigned in an order to meet posted Support Level Agreement metrics
Escalate top priority issues to team lead
Process CPI / CER tickets to responsible parties
Communicate with dealers regarding status, problem troubleshooting, etc
Report issues within the CPI (product defect) process to assure proper resolution to ongoing issues
Create and maintain a support environment that facilitates issue diagnostics and customer connectivity
Create and report product improvement ideas including functional enhancements and supportability improvements
Resolve a high percentage of application issues, and prompt escalation to advanced engineering specialists when a quick resolution cannot be obtained
Act as the liaison between the Caterpillar implementation teams, product development teams, and other support team members ensuring appropriate corrective actions are performed and that industry standard change management and support processes are followed

Skills

Key technologies and capabilities for this role

MineStarHardware TroubleshootingSoftware TroubleshootingDiagnosticsNew Product IntroductionNPIField SupportField FollowIncident Management24x7 SupportProblem AnalysisTechnical Support

Questions & Answers

Common questions about this position

Is this a remote position or does it require being in an office?

The role requires being located in Melbourne AUS.

What are the main responsibilities of this Product Service Engineer role?

Responsibilities include investigating and resolving Mining Technology (MineStar) hardware and software issues, providing 24x7x365 level 3 support, participating in New Product Introduction projects, advocating for dealers and customers, and acting as a liaison between teams.

What is the salary or compensation for this position?

This information is not specified in the job description.

What is the company culture like at Caterpillar?

Caterpillar emphasizes a global team that cares about each other and the work, focusing on progress, innovation, problem-solving, and building stronger, more sustainable communities with customers.

What makes a strong candidate for this Product Service Engineer role?

Strong candidates have expertise in MineStar hardware and software, experience with technical troubleshooting and diagnostics, ability to provide 24x7 support, and skills in coordinating with teams for issue resolution and new product introductions.

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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