Sr Product Service Engineer

As a Product Service Engineer, you will monitor and influence the overall performance of assigned Hydraulic Mining Shovel (HMS) models to meet the needs of customers and dealers. 1. Your Work Shapes the World at Caterpillar Inc. 2. When you join Caterpillar, you become part of a global team that cares not only about the work we do, but also about each other. 3. We are makers, problem solvers, and future world builders who create stronger, more sustainable communities. 4. We don't just talk about progress and innovation—we make it happen with our customers, wherever we work and live. 5. Together we build a better world for everyone to enjoy life in. What You Will Do Responsible for monitoring the overall performance of products to reduce warranty costs and meet customer needs worldwide. Identify problems, investigate causes, and establish priorities for resolution. Define problems in terms of observed symptoms, research available data, identify root causes, and work with dealers and technical staff to develop and validate corrective actions. Initiate product improvement actions through PIP (Product Improvement Program) / PSP (Product Support Program) and prepare warranty programs to address commercial and business impacts. Provide input to the NPI (New Product Introduction) team to set serviceability, reliability, and durability goals and pilot test programs. Provide technical product support to dealer personnel, subsidiary service groups, marketing units, design engineers, technical information division, test and evaluation, etc. Support marketing units with technical guidance for managing customer problems with product deficiencies. Support design engineer activity by identifying market needs for new or revised products. Provide counsel to subsidiary plant service engineering/product quality on product problem maintenance. Respond to dealer, customer, and other Caterpillar employee questions regarding product performance. Conduct dealer and customer visits to provide technical assistance on urgent field problems and follow‑up. Mentor other team members on CPI identification, warranty and service claims, publication creation, etc., as required. What Skills You Will Have Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations and the ability to leverage this information in creating customized solutions. Problem Solving: Knowledge of approaches, tools, and techniques for recognizing, anticipating, and resolving organizational, operational, or process problems; experience in providing technical support for heavy equipment, problem management, and root cause analysis. Effective Communications: Clear written and verbal communication with strong attention to detail, and the ability to communicate with both technically and non‑technically skilled mining customers and dealers. Technical Excellence: Knowledge of troubleshooting heavy equipment systems (hydraulic, electrical, engine, etc.) and the ability to develop and provide solutions to significant technical challenges. Relationship Management: Knowledge of relationship management techniques and the ability to establish and maintain healthy working relationships with dealers and customers. Top Candidates Will Have Caterpillar HMS experience. Experience and knowledge of product support systems such as CPI, SIS, SIMS, RWA, PIS. Mining industry experience. Self‑motivated and organized. Additional Information The location for this position is Tucson, AZ or Brisbane, Queensland, Australia. Relocation assistance may be available. This position requires 25 % global travel. Sponsorship is not available. Benefits Competitive remuneration package including a great bonus structure and share options. Intentional career development with exposure to global teams and markets. A strong commitment to safety and your wellbeing. An inclusive workplace culture focused on quality, customer service, and the environment. A commitment to diversity and inclusion, equal opportunity, and equal outcome. The opportunity to do truly meaningful work in a supportive, constructive culture that encourages you to use your talents. Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply. #J-18808-Ljbffr