Caterpillar, Inc

MineStar Customer Support Analyst

Caterpillar, Inc$81K — $122K *
Technical Services
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • 5-7 years of experience in technical support or related field
  • Familiarity with Mining Technology (MineStar) hardware and software
  • Strong communication skills for technical support to diverse clients
  • Proficient in data gathering and root cause analysis of complex applications
  • Knowledge of customer service best practices
  • Ability to work effectively in a team and manage relationships with clients
  • Experience with consulting roles in technical or business guidance

Responsibilities

  • Identify and resolve hardware and software issues for MineStar products
  • Utilize standard support processes and ticketing systems
  • Communicate troubleshooting status to customers and dealers
  • Provide Hotline coverage for MineStar products
  • Escalate pressing issues to advanced support
  • Act as advocate for customers and dealers for technical product concerns
  • Train product service engineers on complex issues

Benefits

  • Medical, dental, and vision benefits
  • Paid time off plan (including Vacation and Holidays)
  • 401(k) savings plans
  • Flexible Spending Accounts (FSAs)
  • Health Lifestyle Programs
  • Career Development opportunities
  • Life Insurance and Disability benefits
  • Tuition Reimbursement
  • Voluntary Benefits and Employee Discounts
Full Job Description
Career Area:
Product Support

Job Description:

Caterpillar's MineStar Solutions, a department within Surface Mining and Technology, is currently seeking a Customer Support Analyst in Tucson, AZ. In this role, you will provide support services which include investigating, troubleshooting, and diagnosing application and technical problems, followed up with the restoration of service through corrective actions and permanent resolutions. This includes software and on-board hardware, for a worldwide group of Mining Technology customers and dealers.

What You Will Do:
  • Mining Technology (MineStar) hardware and software issues identification and resolution for dealers and customers.
  • Utilization of standard support processes and ticketing systems.
  • Verbal and written communication with customers & dealers regarding status, problem troubleshooting, etc.
  • Provide Hotline coverage for MineStar Product family.
  • Responsible for resolving a high percentage of application issues, and prompt escalation to advanced support when a quick resolution cannot be obtained.
  • Communication and escalation of top priority issues to Service Engineering.
  • Advocate on behalf of the dealer and customer to resolve technical product issues.
  • Product Service Engineers: Subject matter Expert (SME) Training and escalation point for complex issues.
  • Implementation Team: frequent discussions regarding site-specific customer information. Liaison to ensure "problem-free" transitions of new sites to the Product Support Team.
  • Customers and Dealers: communicate on a regular basis the status and resolution of issues.


What you will have:
  • Technical Excellence: Call center or helpdesk experience. Experience investigating, troubleshooting, and diagnosing application and technical problems related to Mining Technology (MineStar) hardware and software. Perform root-cause analysis.
  • Customer Focus: Process-focused with the ability to execute service and incident management processes. Moderate level of information technology and application knowledge and support experience.
  • Data Gathering & Analysis: Experience in providing incident management and root cause analysis for complex applications. Experience in providing first-call technical support for enterprise-level applications directly with customers.
  • 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.
  • Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
  • Effective Communications: Excellent communication and interpersonal skills. Ability to effectively communicate with technical and non-technical mining customers and dealers to develop partnerships/relationships.
  • Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
  • Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.


Consideration for top candidates:
  • Mining industry experience
  • Windows Server VM knowledge and experience
  • Experience utilizing Oracle, SQL Server, TCP/IP networking, Microsoft client, and server platforms


Additional Details:
  • This position requires the candidate to work full-time at the Tucson Mining Center office in Tucson, AZ.
  • Relocation assistance is NOT available for this position
  • Visa sponsorship is NOT available with this position.
  • This position will require up to 10% travel


Summary Pay Range:

$81,370.00 - $122,060.00

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

Posting Dates:

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

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About Caterpillar, Inc

Progress Rail Services Corporation, a Caterpillar company, is one of the largest integrated and diversified suppliers of railroad and transit system products and services worldwide. Since its acquisition by Caterpillar Inc. in 2006, Progress Rail has used the Caterpillar international footprint to gain quick and widespread notice and approval across the globe. Product technology, reliability and durability, along with legendary aftermarket parts and service support, have been their keys to success. Caterpillar is the world's leading manufacturer of construction and mining equipment, diesel and natural gas engines and industrial gas turbines. The technology and world reach of Caterpillar, combined with the service standard and historical reliability of Progress Rail, ensures their products and services make a growing impact on the world rail industry. With their acquisition of Electro-Motive Diesel (EMD), Progress Rail is the world's largest builder of diesel-electric locomotives for all commercial railroad applications including freight, intercity passenger, commuter, switching, industrial and mining. EMD is also a global provider of diesel power engines for marine propulsion, offshore and land based oil well drilling rigs and stationary power generation. Electro-Motive is the only diesel engine manufacturer of its size to have produced more than 70,000 engines. This success stems from product reliability, serviceability, load acceptance capability, low operating costs and ease of maintenance with standardized components.

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Learn more about Caterpillar, Inc
Size
107,700 employees
Market Cap
$125.3 billion
Industry
Net Income
$2.9 billion
Founded
1925
5 Year Trend
+5.8%
Revenue
$41.7 billion
NASDAQ

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