Caterpillar, Inc

Product Service Engineer

Caterpillar, Inc$112K — $169K *
Technical Services
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • 5-7 years of technical support experience for enterprise-level applications.
  • Advanced knowledge of AWS, Azure, and Rackspace cloud services.
  • Strong problem-solving skills with a focus on root cause analysis.
  • Effective communication skills with attention to detail for diverse audiences.
  • Knowledge of data gathering and analysis techniques within customer service context.

Responsibilities

  • Provide support for cloud-hosted applications for global dealers and customers.
  • Implement standard processes to respond and resolve issues efficiently.
  • Manage workload and escalate issues timely when necessary.
  • Analyze incoming requests, routing tickets to appropriate teams.
  • Deliver NPI Product Support as assigned, ensuring successful rollouts.
  • Collaborate with engineering to advocate for customer and dealer concerns.
  • Engage with vendors and IT teams to enhance application performance.

Benefits

  • Medical, dental, and vision benefits for full-time and part-time employees.
  • Paid time off including vacation and holidays.
  • 401(k) savings plans with employer matching.
  • Health Savings Account (HSA) for tax-advantaged savings.
  • Career development opportunities and tuition reimbursement.
Full Job Description
Career Area:
Product Support

Job Description:

Caterpillar's CAT Technology team is seeking a highly skilled Product Service Engineer to join our expanding Cloud Services and Tool Development organization, with the flexibility is based in Tucson, AZ or Peoria, IL. In this impactful role, reporting to the Product Support Manager - Cloud Services and Tool Development, you will partner closely with engineering teams, dealers, and global customers to deliver high-quality technical support and drive continuous improvement across MineStar™ backend platforms.

This position offers the opportunity to work at the forefront of Caterpillar's digital transformation-leveraging advanced troubleshooting, investigative, and problem-solving skills to resolve complex application and system challenges. You will play a critical role in ensuring platform reliability, enhancing customer experience, and influencing the evolution of core architecture supporting MineStar's global operations.

What You Will Do:
  • Provide support for cloud-hosted applications that deliver solutions to Caterpillar dealers and customers around the world.
  • Implementation and utilization of standard support processes to respond, restore, and resolve issues.
  • Manage workload and escalate in a timely manner.
  • Analyze and process tickets to responsible parties.
  • Complete NPI Product Support deliverables as assigned.
  • Provide hands-on product expertise to complete problem analysis and provide Interim Corrective Actions (ICA).
  • Advocate on behalf of the dealer and customer to resolve technical product issues with product development engineering.
  • Work with third-party vendors and internal IT teams to provide application enhancements to ensure overall application performance and improvements in reliability, maintainability, and customer experience.
  • Communicate with dealers regarding status, problem troubleshooting, etc.
  • Create and maintain a support environment that facilitates issue diagnostics and customer connectivity.
  • Take part in 24 x 7 x 365 Incident Management on call.


What you will have:
  • Problem Solving: Experience in providing technical support for enterprise-level applications directly with customers and dealers. Experience in providing problem management and root cause analysis for complex applications. Highly skilled at multi-tasking.
  • Technical Excellence: Advanced information technology and application knowledge and support experience. Advanced knowledge of Amazon Web Services (AWS), Azure and Rackspace cloud services.
  • 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: Clear written and verbal communication with strong attention to detail. Ability to effectively communicate with technically and non-technically skilled mining customers and dealers alike.
  • Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.


Consideration for top candidates:
  • Caterpillar MineStar™ DSS and Edge or other MineStar™ system experience.
  • Intermediate experience with various SQL technologies (MSSQL, Postgres)
  • Intermediate experience with various development languages (PowerShell, Python, C#.net, etc.)
  • Mining industry experience.
  • Self-motivated and organized.


Additional Details:
  • This position requires the candidate to work full-time at the Tucson, AZ or 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


Summary Pay Range:

$112,710.00 - $169,060.00

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

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:

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.

Work You’ll Do

At Caterpillar, Inc., you will have the opportunity to contribute to a variety of groundbreaking projects that extend across the globe. Our commitment to leadership in the industry is unwavering, and we achieve it through a culture that fosters diversity and leadership development.

Explore Job Opportunities and Growth

Caterpillar offers a wide range of job opportunities and career paths, providing a platform for professional growth and development. Whether you're interested in engineering, sales, marketing, or management, Caterpillar has a position that will utilize your unique skills and talents. We are continuously hiring innovative minds to propel our mission forward and maintain our status as industry leaders.

Internship Programs

Kickstart your career with a Caterpillar internship. Our internships provide invaluable workplace experience and networking opportunities that often lead to full-time employment at our company. As an intern, you will work alongside experienced professionals and gain insights that will benefit you as you advance in your career.

Benefits and Culture

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.

Innovation and Leadership

Drive innovation and industry leadership as part of the Caterpillar team. We empower our employees to lead from their first day on the job, encouraging continuous improvement and career advancement. At Caterpillar, your ideas will shape the future of our business and the industries we serve.

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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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