Technical Product Support Specialist

6 days ago


Tucson, Arizona, United States Caterpillar Full time
About the Role

Caterpillar is seeking a highly skilled Senior Product Service Engineer to provide technical leadership to a team of service engineers supporting our MineStar Fleet technologies.

Key Responsibilities
  • Provide technical leadership to the service engineering team based in Tucson.
  • 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.
  • Take a lead role in New Product Introduction (NPI) projects.
  • Report issues within the CPI (product defect) process to ensure proper resolution to ongoing issues.
  • Act in a lead role for NPI programs covering Minestar Fleet technology.
  • 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.
Requirements
  • Product Support experience with mining technology.
  • Ability to develop and provide solutions to significant technical challenges.
  • Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions.
  • Knowledge of data gathering and analysis tools, techniques, and processes.
  • Knowledge of customer service concepts and techniques.
  • Ability to effectively communicate with technically and non-technically skilled mining customers and dealers to develop partnerships/relationships.
  • Experience with using CAT Minestar technologies.
  • Experience working with heavy machinery electrical systems.
  • Experience supporting technology in an industrial or production environment.
  • Cat New Product Introduction (NPI) process experience.
What We Offer
  • Competitive Base Salary.
  • 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).
  • Short and long-term disability coverage.
  • Life Insurance.
  • Paid parental leave.
  • Healthy Lifestyle Programs.
  • Employee Assistance Programs.
  • Voluntary Benefits (Ex. Accident, Identity Theft Protection).


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