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.

Join the Large Mining Truck (LMT) Productivity Class (PC) Product Support team as a Product Service Engineer. In this exciting role, you will be responsible for service engineering leadership of the 793 Large Mining Trucks. These models have a significant and growing installed base around the world and are incredibly important to the overall health of the LMT PC portfolio. This role is critical in our defect-free journey and essential to driving customer loyalty by ensuring the highest customer uptime with the lowest total cost of ownership. To accomplish this, you’ll work closely with cross-functional internal teams and our dealers and customers across the world to provide leadership to troubleshoot and resolve issues, to design the right products, and to provide the right services, tools, and processes to maximize product quality and performance.

What you will do:
• Responsible for monitoring the overall performance of products to reduce warranty costs and to meet needs of customers worldwide. Identify and investigate causes, establish priorities for resolution. Conduct data analysis reviews, define applications and conditions encountered, identifying the root cause, develop plans for implementing corrective solutions, work with dealers and technical staff to identify opportunities for overall Product Improvement.
• Initiates action for product improvement through PIP/PSP warranty program preparation to address commercial/business impact of field problems. Initiates preparation and distribution of technical publications to identify problems, communicate resolutions and announce product improvements.
• Provides technical product support to dealer personnel, subsidiary service groups, marketing units, design engineers, technical information division, test, and evaluation.

• Responsive communication to dealer/customer and internal stakeholders regarding product performance. Including worldwide dealer and customer visits providing technical assistance, troubleshooting solutions, and follow up performance consultations.
• Supports marketing units with technical guidance for managing customer relations with product deficiencies. Supports design engineer activity by identifying market needs to be considered in new/changes to product. Provides counsel to subsidiary plant service engineering/product quality on product problem maintenance.
• Maintain and build relationships involving key stakeholders ensuring communications are targeted for multi plant involvement on a worldwide basis.
• Supports various NPI (New Product Introduction) product support deliverables to include reliability and durability goals, publications, parts, and training.
• Provides field follow engineering support to dealers and customers on pilot machines, including machine assembly, commissioning, inspections, testing and updates. Serves as communication and reporting conduit (via PPRD and other means) between site teams and engineering organizations.
• Collaborate with team members in India, which has limited collaboration time with the US team due to time differences.

What skills you will have:

Technical Excellence: Experience in engineering or product support positions is essential. Candidates should possess a strong mechanical aptitude, comprehensive product knowledge, and a solid engineering background.

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.
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: Ability to effectively communicate with technically and non-technically skilled mining customers and dealers to develop partnerships and build strong 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.

Top Candidates will also have:

Bachelor’s degree in Electrical, Mechanical, or Mining Engineering from an accredited university.

Knowledge of heavy equipment products, service tooling, repair practices, product user practices, and dealer service capabilities.

Cat New Product Introduction (NPI) process experiences desirable.

Additional information:

This position requires the candidate to work full-time in the Tucson, AZ or Decatur, IL office.

Domestic relocation assistance is available.

Sponsorship is not available.

Availability and desire to travel domestically and/or internationally on assignment at dealer locations and mine sites – Up to 25%.

Summary Pay Range:

$110,520.00 - $165,840.00

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

Relocation is available for this position.Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com/careers.

Posting Dates:

May 8, 2025 - May 15, 2025

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

EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

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