Product Service Engineer

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.

Whether it be ground-breaking products, best-in-class solutions, or creating a lifelong career, you can do the work that matters at Caterpillar.

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.

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

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 utilise 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.

Primary Job Duties and Responsibilities:

• 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.
• Provide feedback in the development of service documentation and publications associated with the Command for Hauling MineStar Technology Solution.
• Engage with the teams on Product related Incident Investigations as required.
• Generate system and site reporting and metrics as required.

Basic Qualifications:

• Bachelor’s Degree in Computer Science, Software Engineering or Electronics, Electrical or Mechanical Engineering or equivalent technical experience.

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 local & 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
• Mining or heavy earthmoving experience beneficial but not required

Compensation & Benefits:
Competitive salary based on degree and professional industry working experience. The Total Rewards package includes:

• Competitive remuneration package
• Shift and Fifo/Dido Allowances
• Attractive Bonus and Share options
• Higher Superannuation
• Career development with global prospects
• A strong commitment to safety and your wellbeing
• An inclusive workplace culture focused on quality, customer service and the environment
• A commitment to diversity and inclusion, equal opportunity, and equal outcome
• SMART spending APP
• The opportunity to do truly meaningful work in a supportive, constructive culture that encourages you to make the most of your talents.

Additional information:

• This position is a site based role
• 4-3 roster (Monday - Thursday)
• Manual Drivers license or willing to obtain one
• Ability to meet any mandate requirements of our major mining customers and regional governments in Australia and Internationally

* ENVIRONMENTAL CONDITIONS - This position requires open pit mine site support work on an as required basis. The selected applicant will be required to complete and pass regulatory open pit mine safety training, and travel to and work in open pit mining environments. Time spent in a mining environment would typically include a single work week with daily work in the mining environment.

Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, Caterpillar offers many job opportunities outside of this which can be found through our employment website at www.caterpillar.com/careers

Posting Dates:

August 20, 2024 - September 12, 2024

Caterpillar is an Equal Opportunity Employer (EEO).

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