Product Service Specialist at Caterpillar Inc.

Belo Horizonte, Minas Gerais, Brazil

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Construction, Mining, ManufacturingIndustries

Requirements

Bachelor’s degree
Pre-Advanced English
Call center or helpdesk experience
Experience investigating, troubleshooting, and diagnosing application and technical problems related to Mining Technology (MineStar) hardware and software
Experience in providing incident management and root cause analysis for complex applications
Experience in providing first-call technical support for enterprise-level applications directly with customers
Excellent communication and interpersonal skills
Ability to effectively communicate with technical and non-technical mining customers and dealers to develop partnerships/relationships
Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations

Responsibilities

Mining Technology (MineStar) hardware and software issues identification and resolution for dealers and customers
Utilization of standard support processes and ticketing systems
Verbal and written communication with customers & dealers regarding status, problem troubleshooting, etc
Provide hotline coverage for MineStar product family
Responsible for resolving a high percentage of application issues and prompt escalation to advanced support when a quick resolution cannot be obtained
Communication and escalation of top priority issues to Service Engineering
Advocate on behalf of the dealer and customer to resolve technical product issues
Perform investigation and root cause analysis

Skills

Product Support

Customer Service

Problem Solving

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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