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Product SupportJob Description:
Your Work Shapes the World at Caterpillar Inc.
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Job Summary:
Caterpillar MineStar Solutions is currently seeking the expertise of a Product Service Engineer to ideally be located in Edmonton, Canada.
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.
What Skills you will have:
Level Extensive Experience:
- 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.
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.
Level Extensive Experience:
- 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.
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.
Level Extensive Experience:
- 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.
Technical Excellence : Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
Level Extensive Experience:
- 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.
Education and Experience requirement:
Bachelor’s degree in Computer Science, Software Engineering or Electronics, Electrical or Mechanical Engineering OR equivalent technical experience
5+ years experience in Product Support
Top Candidates will also have:
Experience in providing first call technical support for enterprise-level applications directly with customers
Experience in providing problem management and root cause analysis for complex applications
Ability to work independently & as a functional member of a global team
Be a self-starter who takes initiative to accomplish tasks
Programming & Scripting experience
Windows Server and VM knowledge and experience
Experience utilizing SQL Server, Oracle, TCP/IP networking, Microsoft client and server platforms
Additional Information:
The primary location for this position is Edmonton, Canada
This position is 100% remote
Domestic relocation assistance is not available
This position may require 20% travel
Sponsorship is not available
This posting will close at midnight on March 17, 2024
What you will get:
Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world.
Here you earn more than just wage, because we value your performance, we offer a total rewards package that provides:
Competitive Base Salary
Annual incentive bonus plan*
Medical, dental, and vision coverage
Paid time off plan (Vacation, Holiday, Volunteer, Etc.)
Defined Contribution Pension Plan
Employee Share Purchase Plan
Short and long-term disability coverage
Life Insurance
Employee Assistance Programs
- Subject to annual eligibility and incentive plan guidelines.
Final details:
Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application – please use the candidate log-in on our career website as it will reflect any updates to your status.
For more information, visit caterpillar.com. To connect with us on social media, visit caterpillar.com/social-media
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Posting Dates:
March 1, 2024 - March 17, 2024Caterpillar is an Equal Opportunity Employer (EEO).
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