Product Service Engineer

Responsibilities

• Provide support for remote and cloud-hosted applications and networks 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.
• Operate comprehensive observability (metrics, logs, traces), including SLI/SLO definitions, alerting, dashboards, and runbooks for platform and key services.
• 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.
• What Skills 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. Windows and Linus System Administration
• Application Monitoring on Windows Servers
• Knowledge of on-prem server hardware
• Relational Database Design, Configuration and Monitoring
• Network and Security fundamentals
• Strong documentation and communication skills
• 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™
• Mining industry experience.
• Amazon Web Services (AWS), Azure and other cloud platforms
• Intermediate experience with scripting languages.
• Kubernetes - Troubleshooting
• Dell Native Edge
• Additional Details:
• This position requires the candidate to work full-time at the Tucson, AZ or Peoria, IL
• Relocation assistance is NOT available for this position
• Visa sponsorship is NOT available with this position.
• This position will require up to 5-10% travel
• Summary Pay Range:
• $112,710.00 - $169,060.00
• Compensation and benefits offered may vary depending on multiple individualiz

Benefits

Additional Information

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. 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.

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