Product Service Engineer

Product Service Engineer – Caterpillar Inc. Job Overview Join the global team at Caterpillar that thrives on problem solving and innovation. In the Product Support area, you will offer technical assistance for MineStar Solutions to a worldwide customer and dealer network. Career Area Product Support Job Description Caterpillar’s MineStar Solutions, a department within Surface Mining and Technology, seeks a Product Service Consultant/Engineer to be located in Melbourne AUS. This role provides support services including investigation, troubleshooting, and diagnosis of application and technical problems, followed by restoration of service through corrective actions and permanent resolutions. Responsibilities include: 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. Advocacy on behalf of the dealer and customer to resolve technical product issues with product development engineering. Participation in New Product Introduction (NPI) projects. Completion of NPI product support deliverables including field development and field follow projects as required. Providing 24 x 7 x 365 level 3 product support. Coordinate and complete Field Follow objectives as part of NPI programs. Incident case prioritization to meet posted Support Level Agreement metrics. Escalation of top priority issues to team lead. Processing CPI / CER tickets to responsible parties. Communication with dealers regarding status and troubleshooting. Reporting issues within the CPI (product defect) process to ensure proper resolution. Create and maintain a support environment that facilitates issue diagnostics and customer connectivity. Reporting product improvement ideas, including functional enhancements and supportability improvements. Responsible for resolving a high percentage of application issues; prompt escalation when rapid resolution is not possible. Act as liaison between implementation teams, product development, and other support team members to ensure corrective actions and change management processes are followed. Key Relationships Product Support Manager and Team Leader – frequent discussions regarding priorities and assistance. Product Support Team – knowledge transfer and interaction across U.S., U.A., India, and Brazil. Implementation Team – liaison for site‑specific customer information and smooth transition of new sites. Engineering – liaison to resolve customer problems and ensure patches/fixes are applied. Customers and Dealers – regular communication on status and resolution of issues. Basic Qualifications Ability to work independently and as a functional team member. Self‑starter who initiates tasks. On‑site field experience troubleshooting in high‑stress or harsh environments. Experience providing first‑call technical support for enterprise‑level applications directly with customers. Experience with problem management and root‑cause analysis for complex applications. Travel Information Required to travel domestically and/or internationally to dealer locations and mine sites – up to 25 % of time. Top Candidates Will Also Have Mining industry experience. Previous experience supporting MineStar Solutions products. Bachelor’s Degree in Mechanical Engineering, Electrical Engineering, Information Technology, Mechanical Engineering Technology, Electrical Engineering Technology, Mining Engineering, or Mining Engineering Technology. Product demonstration experience. Experience with Cat New Product Introduction (NPI) process. Advanced Windows Server VM knowledge and experience. Experience with Oracle, SQL Server, TCP/IP networking, Microsoft client and server platforms. Strong communication skills with technically and non‑technically skilled mining customers and dealers. Process focus with the ability to execute service and incident management processes and drive improvements. Advanced IT and application knowledge and support experience. Additional Information Environmental conditions: open pit and underground mine site support, requiring regulatory safety training and time on site. This role is primarily performed during normal day‑shift hours but includes some off‑shift and weekend responsibilities. Equal Employment Opportunity Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply. Caterpillar is not currently hiring individuals who require sponsorship for employment visa status. Posting Dates November 18, 2025 – December 6, 2025 #J-18808-Ljbffr