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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) Ultra Class (UC) Product Support team as a Senior Product Service Engineer. In this exciting role, you’ll work closely with cross-functional internal teams and our dealers and customers across the world to ensure successful LMT UC fleet performance. You’ll 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.

You will be responsible for supporting the 797F and 797 legacy models of Caterpillar LMT UC. The 797F is currently mainly selling in the Oil Sands Area, but also has sales in the US, Australia, and South America, which is expanding a fleet that is already demanding heavy product support. Many existing large 797 fleets are approaching crossroads with run-life extension programs which will need significant product technical support. Existing legacy 797 are operating beyond original life goals creating a need for greater technical support and knowledge of the product history. With the customer's applications recently becoming more aggressive and resulting in new quality and durability issues and challenges, this role is critical to maintain customer confidence in the 797 and loyalty to the product.

What you will do:

Advocate on behalf of the dealer and customer and drive effective solutions to technical challenges.

Ensure seamless collaboration and alignment with internal and external teams.

Maintain strong internal and external relationships via delivery of commitments, open communication, and ongoing feedback.

Develop effective procedures, processes, or plans to ensure product quality and evaluate the results to identify functional deficiencies.

Resolve customer complaints or complex problems by troubleshooting root causes and organizing appropriate subject matter experts, then leading problem resolution and field validation efforts with appropriate sense of urgency.

Capture and share lessons learned and Best Practices from a problem-solving effort.

Solicit and gather internal and external feedback to identify potential new products and/or improvements to existing products that improve product serviceability, reliability, and durability.

Write technical specifications and instructions to ensure effective product service that results in a high level of product reliability and performance.

Track and manage the status of projects from inception to release.

What skills you will have:

Technical Excellence: Engineering knowledge or technical experience with heavy equipment. Ability to develop and provide solutions to significant technical challenges.

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and the ability to leverage that information in creating effective solutions. Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.

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. Knowledge of product service procedures to leverage or adapt to resolve complex customer issues.

Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to customers, both internal and external; ability to apply consulting knowledge appropriately.

Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors downward, upward and outward. Communicate effectively in front of the dealer and customers.

Problem Solving: Knowledge of approaches, tools, techniques, and service and product information for recognizing, anticipating, and resolving organizational, and 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 and collaborative working relationships with customers, dealers, vendors, and peers. Maintain long-term relationships by communicating expectations, negotiating terms of agreements, and listening to our customers and dealers. Ability to work in high-pressure situations. Time management skills.

Top candidates will also have:

Bachelor’s degree in engineering.

Large Mining Trucks and/or mining equipment experience.

Product support experience.

Knowledge or experience in systems used by Cat product support.

Additional Information:

The primary location for this position is Tucson, AZ, or Decatur, IL.

Domestic relocation assistance is available.

This position may require up to 25 % travel.

Sponsorship is not available.

Summary Pay Range:

$126,000.00 - $189,000.00

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:

Annual incentive bonus plan*

Medical, dental, and vision coverage

Paid time off plan (Vacation, Holiday, Volunteer, Etc.)

401k savings plan

Health savings account (HSA)

Flexible spending accounts (FSAs)

Disability benefits

Life Insurance

Parental leave

Healthy Lifestyle Programs

Employee Assistance Programs

Voluntary Benefits and Employee Discounts

Tuition Reimbursement

Career Development

*Subject to annual eligibility and incentive plan guidelines .

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:

February 10, 2025 - February 24, 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.

Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .