Product Service Engineer (Onboard) 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, TechnologyIndustries

Requirements

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

Responsibilities

Mining Technology (MineStar) hardware and software issue identification and resolution for dealers and customers
Implementation and utilisation 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
Report issues within the CPI (product defect) process to assure proper resolution to ongoing issues
Act as the liaison between Caterpillar implementation teams, product development teams, and other support team members to ensure appropriate corrective actions, change management, and support processes are followed
Frequent discussions with Product Support Manager and Team Leader regarding priorities, directions, and assistance
Frequent interaction with Product Support Team across United States, Australia, India, and Brazil for knowledge transfers
Frequent discussions with Engineering regarding customer problems, ensuring diagnosis, patches/fixes, and functionality issues are resolved
Regular communication with Customers and Dealers on status and resolution of issues
Provide support and service engineering services including product validation, investigating, troubleshooting, and diagnosing application and technical problems (with emphasis on project management, internal and external relations)

Skills

Key technologies and capabilities for this role

MineStarTerrain OnboardMining TechnologyProduct ValidationTroubleshootingProject ManagementService Engineering

Questions & Answers

Common questions about this position

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

The role is located in Brisbane, QLD, indicating it is an on-site position rather than remote.

What are the main responsibilities of the Product Service Consultant role?

Responsibilities include mining technology 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 salary or compensation for this position?

This information is not specified in the job description.

What is the team structure like for this role?

The role involves frequent discussions with the Product Support Manager and Team Leader, and interactions with the Product Support Team located in the United States, Australia, India, and Brazil.

What kind of company culture can I expect 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.

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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