Product Service Consultant

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.

Caterpillar's CAT Technology Division is currently seeking a Product Service Consultant to support MineStar Terrain technologies. As Product Service Consultant, you will have a significant impact on overall product quality and customer experience for MineStar Terrain technologies. This role will provide support and service engineering services which include product validation, investigating, troubleshooting, diagnosing application and technical problems. With an emphasis in project management, internal and external relations.

What You Will Do:

• 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.

• 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 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.

Key Relationships:

• Product Support Manager and Team Leader: frequent discussions regarding priorities, directions, and assistance.

• Product Support Team: frequent interaction and discussions with support analysts located in the United States, Australia, India, and Brazil. Assure knowledge transfers between team members.

• Engineering: frequent discussions regarding customer problems. Liaison to ensure problem diagnosis, information on patches/fixes and functionality issues are resolved.

• Customers and Dealers: communicate on a regular basis status and resolution of issues

What you will have:

• Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.

• Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.

• Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

• Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

• Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

• Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

Consideration for top candidates:

• Bachelor's degree computer science or mining engineering related field, or product support experience

• Minestar experience

• Experience supporting technology in an industrial or production environment

• Cat New Product Introduction (NPI) process experience

• Experience utilizing Linux, SQL Server, TCP/IP networking, Microsoft client and server platforms

• Ability to effectively communicate with technically and non-technically skilled mining customers and dealers to develop partnerships/relationships

Additional Details:

• This position requires the candidate to work full-time at the Tucson, AZ or Peoria, IL office

• Relocation assistance is NOT available for this position

• Visa sponsorship is NOT available with this position

• This position will require up to 20% domestic and international travel

• Environmental conditions - This position requires open pit mine site support work at times. The selected applicant will be required to complete and pass regulatory open pit and underground mine safety training, and travel to and work for short periods of time in open pit and underground mining environments. Time spent in a mining environment would typically include a single work week with daily work in the mining environment.

Summary Pay Range:

$97,530.00 - $146,290.00

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:

Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.

• Medical, dental, and vision benefits*

• Paid time off plan (Vacation, Holidays, Volunteer, etc.)*

• 401(k) savings plans*

• Health Savings Account (HSA)*

• Flexible Spending Accounts (FSAs)*

• Health Lifestyle Programs*

• Employee Assistance Program*

• Voluntary Benefits and Employee Discounts*

• Career Development*

• Incentive bonus*

• Disability benefits

• Life Insurance

• Parental leave

• Adoption benefits

• Tuition Reimbursement

• These benefits also apply to part-time employees

This position requires working onsite five days a week.

Visa Sponsorship is not available for this position.

Posting Dates:

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

Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.

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