Product Service Engineer

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.

Your Work Shapes the World

Whether it be groundbreaking products, best in class solutions or creating a lifelong career, you can do the work that matters at Caterpillar. With a 95-year legacy of quality and innovation and 150 locations in countries around the world, your impact spans the globe.

When you join Caterpillar, you are joining a team of makers, innovators, and doers. We are the people who roll up our sleeves and do the work to build a better world. We don’t just talk about progress and innovation. We make it happen. And we are proud of that, because it helps our customers build and power the world we live in – the roads, hospitals, homes, and infrastructure. Without a dedicated workforce Caterpillar could not effectively meet our customer’s needs. Join us.

Job Summary:

Caterpillar MineStar Solutions is currently seeking the expertise of a Product Service Engineer to ideally be located in Peoria, Illinois.

As a Product Service Engineer, you will have a significant impact on the productivity & quality of a global fleet of Autonomous Trucks. You will drive customer satisfaction through effective issue resolution for MineStar software and on-board machine hardware.

The Service Engineering team works with MineStar Technology Customers, Caterpillar Dealers, and diverse cross functional teams within Caterpillar to install & commission trucks, investigate, troubleshoot, and diagnose issues to implement Corrective Actions. You will utilize your Customer Relationship skills to drive high quality results with urgency & velocity. You will build strong product knowledge and product support skills. The team is engaged in Warranty Investigations, Service documentation, Continuous Product Improvement (CPI), New Product Introductions (NPI) and Product Field Follow Testing and Validation. Ongoing learning and knowledge development is a key component to this role and specialized training is provided to the successful applicant.

What You Will Do:

• Provide hands-on product expertise to complete problem analysis, communicate corrective actions, and escalate priorities to key stakeholders on MineStar Software and Hardware issues.
• Utilize standard support processes to respond, restore, and resolve issues.
• Advocate on behalf of the Customers and Caterpillar Dealers to resolve Product Issues with the Product Development Engineering teams.
• 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.
• Participate in assigned New Product Introduction (NPI) projects.
• Support and implement assigned MineStar Product Field Follow Testing and Validation programs.
• Participate in the development of service documentation and publications associated with the Command for Hauling MineStar Technology Solution.
• Periodically travel to Customers and Dealers facilities to provide technical assistance.
• Engage with the teams on Product related Incident Investigations as required.
• Generate system and site reporting and metrics as required.

Education Requirement:

Bachelor’s degree in Computer Science, Software Engineering or Electronics, Electrical or Mechanical Engineering.

What Skills You Will Have:

Customer Focus:
• Facilitates creation of the 'right' products and services to resolve customer business issues.
• Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.
• Advises others on creating customer focused environments in various scenarios.
• Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.
• Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.
• Communicates and models the criticality of customer focus as an organizational strategy.

Data Gathering & Analysis:
• Follows proper data gathering and analysis processes and policies.
• Reports problems that arise in the data collection process.
• Participates in gathering and analyzing an organization's data based on requirements.
• Documents data from various sources and in various formats.
• Utilizes basic data collection and evaluation tools and techniques.

Service Excellence:
• Anticipates customers' needs and satisfies them proactively.
• Resolves complex customer complaints or problems.
• Teaches others how to deliver excellent customer service in a variety of settings.
• Applies the concept of 'Moments of Truth' to customer service.
• Participates in developing a variety of effective ways to deal with difficult customers.
• Recovers from a service failure in a way that enhances customer's esteem of the organization.

Consulting:
• Explains the requirements, deliverables, costs, and criticalities of the assignment.
• Participates in developing consulting opportunities or assignments.
• Uses formal and informal means to keep client informed on progress and issues.
• Carries out the agreed-upon consulting assignment in a professional manner.
• Documents client's objectives and project scope.

Effective Communications:
• Reviews others' writing or presentations and provides feedback and coaching.
• Adapts documents and presentations for the intended audience.
• Demonstrates both empathy and assertiveness when communicating a need or defending a position.
• Communicates well downward, upward, and outward.
• Employs appropriate methods of persuasion when soliciting agreement.
• Maintains focus on the topic at hand.

Be a self-starter who takes initiative to accomplish tasks

Problem Solving:
• Identifies and documents specific problems and resolution alternatives.
• Examines a specific problem and understands the perspective of each involved stakeholder.
• Develops alternative techniques for assessing accuracy and relevance of information.
• Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.
• Uses fact-finding techniques and diagnostic tools to identify problems.

Experience in providing problem management and root cause analysis for complex applications

Relationship Management:
• Provides prompt and effective responses to client requests and interactions.
• Monitors client satisfaction levels on a regular basis.
• Alerts own team to problems in client satisfaction.
• Differentiates the roles and responsibilities in a business relationship.
• Works with clients to address critical issues and resolve major problems.

Ability to work independently & as a functional member of a global team

Technical Excellence:
• Advises others on the assessment and provision of all technical solutions.
• Engages appropriate subject matter resources to effectively resolve technical issues.
• Mentors others to enhance their technical competence and its application to achieve more effective technical solutions.
• Coaches others in promoting, defining, analyzing, and providing superior technical solutions to business problems.
• Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues.
• Assumes accountability for personal technical performance and holds others responsible for theirs.

• Experience in providing first call technical support for enterprise-level applications directly with customers
• Programming & Scripting experience
• Windows Server and VM knowledge and experience
• Experience utilizing SQL Server, Oracle, TCP/IP networking, Microsoft client and server platforms

• Experience working with Linux based systems, particularly Ubuntu