Caterpillar, Inc

Product Service Consultant

Caterpillar, Inc$97K — $146K *
Technical Services
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • 5-7 years of experience in product support or technical troubleshooting.
  • Proficient in problem-solving techniques and tools.
  • Strong understanding of mining technologies and fleet management systems.
  • Technical background in software development is a plus.
  • Ability to gather, analyze, and synthesize data for informed decision-making.

Responsibilities

  • Investigate, troubleshoot, and resolve technical issues for mining software and hardware.
  • Advocate for customers with product development engineers to resolve technical problems.
  • Participate in New Product Introduction (NPI) projects and deliverables.
  • Provide 24/7 incident management support for mining technology products.
  • Maintain communication with dealers about issue statuses and resolutions.

Benefits

  • Comprehensive medical, dental, and vision insurance.
  • Generous paid time off including vacation and holidays.
  • 401(k) savings plan with company match.
  • Health Savings Account (HSA) options available.
  • Career development and tuition reimbursement opportunities.
Full Job Description
Career Area:
Product Support

Job Description:

In this role you will provide support services which include investigating, troubleshooting, and diagnosing application and technical problems, followed up with 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 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.
  • Complete NPI product support deliverables including field development and field follow projects as required.
  • Provide 24 x 7 x 365 Incident Management.
  • Complete NPI Product Support deliverables as assigned by Product Service Engineers. Coordinate and complete Field Follow objectives as part of NPI programs.
  • Provide hands-on product expertise to complete problem analysis and provide ICA.
  • Incident Cases assigned are worked in an order to meet posted Support Level Agreement metrics.
  • Escalate top priority issues to team lead. Process CPI / CER tickets to responsible parties.
  • Communicate with dealers regarding status, problem troubleshooting, etc.
  • Report issues within the CPI (product defect) process to assure proper resolution to ongoing issues.
  • 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.
  • Product Service Engineers are responsible for resolving a high percentage of application issues, and prompt escalation to advanced engineering specialists when a quick resolution cannot be obtained.
  • 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.


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


Consideration for Top Candidates:
  • Previous software troubleshooting experience.
  • Software development background
  • Background in mining and machines; specifically with fleet management systems


Additional Information:
  • This position requires the candidate to work full-time at the Peoria, IL office.
  • Domestic relocation assistance is available for this position.
  • Visa sponsorship is NOT available with this position.
  • This position will require up to 10% travel; both domestic and international travel will be required


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 safety training, and travel to and work for short periods of time 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.
  • This job role is primary performed during normal day shift hours but does include some off-shift and weekend responsibilities.

#LI

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.

Relocation is available for this position.

Visa Sponsorship is not available for this position.

Posting Dates:
August 10, 2026 - August 23, 2026

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

Not ready to apply? Join our Talent Community.

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.

Caterpillar, Inc. Careers

Join the robust team at Caterpillar, Inc., a global leader in construction and mining equipment, where innovation drives everything we do. As part of our team, you'll engage in work that improves the world and furthers your career with every project you touch.

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Choosing a career at Caterpillar means more than just having a job. It means you're part of a team that values diversity and is committed to creating an inclusive environment. We offer competitive benefits to ensure the health and well-being of our employees and their families. These benefits include health insurance, retirement plans, and paid time off, alongside unique perks like professional development and diversity training programs.

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Prepare for Your Interview

Make a great first impression. Prepare for your interview at Caterpillar by reviewing common questions and practicing your responses. Tailor your resume to highlight the experiences and skills that make you the ideal candidate for the position you are applying for. At Caterpillar, Inc., every role offers the chance to make an impact. Come be a part of our team and drive the future of our global industries. Your career at Caterpillar is not just about what you'll accomplish, but how you'll grow and the innovation you'll lead. Join us and build a career that matters.
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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