Career Area:

Product Support

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other.  We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

As a Product Service Engineer, you will monitor and influence the overall performance of assigned Hydraulic Mining Shovel (HMS) models to meet the needs of customers and dealers.

What you will do:

Monitor the overall performance of products to reduce warranty costs and to meet the needs of customers worldwide. 

Identify problems, investigate causes, and establish priorities for resolution. 

Define problem in terms of observed symptoms, research available data, define applications and conditions encountered, identify root cause, work with dealers and technical staff to identify information needed, issue PIR (Product Improvement Request), develop plans for fixing problem including validation, and publish corrective action.  Fixes must address both production and field requirements, which may be different paths.  Identify tests that need to be completed, data to be obtained, and analyzed for course of action.  Monitor results after change. 

Initiate action for product improvement through PIP/PSP warranty program preparation to addressthe commercial/business impact of field problems.  Initiate preparation and distribution of technical publications to identify problems, communicate resolutions and announce product improvements.

Provide input to NPI (New Product Introduction) team for the setting of serviceability, reliability and durability goals and pilot test program. Complete NPI product support deliverables including Field Follow objectives as part of NPI.

Provide technical product support to dealer personnel, subsidiary service groups, marketing units, design engineers, technical information division, test and evaluation, etc. 

Support marketing units with technical guidance for managing customer problems with product deficiencies.  Support design engineer activity by identifying market needs to be considered in new/changes to products. 

Provide counsel to subsidiary plant service engineering/product quality on product problem maintenance. 

Respond to dealer/customer and other Caterpillar employee questions regarding product performance. 

Conduct dealer and customer visits to personally provide technical assistance on urgent field problems and for follow-up purposes. 

What Skills you will have:

Problem Solving: Experience in providing technical support for heavy equipment directly with customers and dealers. Experience in providing problem management and root cause analysis.

Effective Communications: Clear written and verbal communication with strong attention to detail. Ability to effectively communicate with technically and non-technically skilled mining customers and dealers alike.

Technical Excellence: Knowledge of and ability to troubleshoot heavy equipment systems including hydraulic, electrical, engine, etc.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with dealers and customers.

Top Candidates will have:

Caterpillar HMS experience.

Mining industry experience.

Additional information:

The location for this position is Tucson, AZ.

This position will require 25 % travel globally.

Summary Pay Range:

$108,360.00 - $162,480.00

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar. 

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

*Subject to annual eligibility and incentive plan guidelines.

Relocation is available for this position.

Visa Sponsorship is not available for this position. 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.

Posting Dates:

December 9, 2024 - January 2, 2025

Any offer of employment is conditioned upon the successful completion of a drug screen.     

EEO/AA Employer.  All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

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