Product Service Engineer

Career Area: Product Support Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you’re part of a global team that cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders creating stronger, more sustainable communities. We don’t just talk about progress and innovation here – we make it happen, with our customers, wherever we work and live. Together we are building a better world for all of us. Your Work Shapes the World: Whether it is groundbreaking products, best‑in‑class solutions, or a lifelong career, you can do the work that matters at Caterpillar. With a 95‑year legacy of quality and innovation and 150 locations worldwide, your impact spans the globe. We are proud that our dedicated workforce enables Caterpillar to meet customers’ needs and power the world we live in – the roads, hospitals, homes, and infrastructure. Product Service Consultant Caterpillar’s MineStar Solutions Division is currently seeking a Product Service Consultant to support MineStar Terrain Office technologies. The role is based in Brisbane, QLD. Job Duties and Responsibilities 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. Advocate on behalf of the dealer and customer to resolve technical product issues with product development engineering. Participate in New Product Introduction (NPI) projects. Report issues within the CPI (product defect) process to assure proper resolution of ongoing issues. Act as the liaison between the Caterpillar implementation teams, product development teams, and other support team members, ensuring corrective actions are performed and industry standard change management and support processes are followed. Key Relationships Product Support Manager and Team Leader – frequent discussions regarding priorities, directions, and assistance. Product Support Team – frequent interaction and discussions with support analysts located in the United States, Australia, India, and Brazil, ensuring knowledge transfers. Engineering – frequent discussions regarding customer problems and liaison to ensure problem diagnosis, patches/fixes, and functionality issues are resolved. Customers and Dealers – regular communication on status and resolution of issues. Skills Technical Excellence: Product Support experience; field experience is a plus, and mining experience will set you apart. Customer Focus: Knowledge of values and practices that align customer needs and satisfaction as primary considerations in all business decisions, and ability to create 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 to reach conclusions, goals, or judgments. Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations. 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: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs. Problem Solving: Knowledge of approaches, tools, and techniques for recognizing, anticipating, and resolving organizational, operational, or process problems; ability to apply 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. Basic Qualifications Bachelor’s degree or 3 years of Product Support experience. Preferred Qualifications Bachelor’s degree in computer science or mining engineering. 1 year project management experience. 3 or more years of experience supporting technology in an industrial or production environment. Cat NPI process experience. Experience utilizing Azure, Linux, SQL Server, TCP/IP networking, Microsoft client and server platforms. Ability to effectively communicate with technically and non‑technically skilled mining customers and dealers to develop partnerships/relationships. Additional Information Availability and desire to travel domestically and/or internationally on assignment at dealer locations and mine sites – up to 20%. Environmental Conditions – this position requires open pit mine site support work at times. The selected applicant will be required to complete and pass regulatory open pit and underground mine safety training, and travel to and work for short periods of time in open pit and underground mining environments. Time spent in a mining environment would typically include a single work week with daily work in the mining environment. This job role is primarily performed during normal day shift hours but does include some off‑shift and weekend responsibilities. Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, Caterpillar offers many job opportunities outside of the which can be found through our employment website at Posting Dates November 24, 2025 – December 7, 2025 Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply. #J-18808-Ljbffr