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.
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.
What you will do:
Responsible for monitoring the overall performance of products to reduce warranty costs and to meet the needs of customers worldwide.
Identify problems, investigate causes, and establish priorities for resolution.
Define problem in terms of observed symptoms, research available data, define applications and conditions encountered, identify root cause, work with dealers and technical staff to identify information needed, raise CPI (Current Product Improvement) issues, develop plans for fixing problem including validation, and publish corrective action. Fixes must address both production and field requirements, which may be different paths. Identify tests that need to be completed, data to be obtained, and analyzed for course of action. Monitor result after change.
Initiate action for product improvement through PIP (Product Improvement Program) /PSP (Product Support Program) warranty program preparation to address commercial/business impact of field problems. Initiate preparation and distribution of technical publications to identify problems, communicate resolutions and announce product improvements.
Provide input to NPI (New Product Introduction) team for the setting of serviceability, reliability and durability goals and pilot test program. Complete NPI product support deliverables including Field Follow objectives as part of NPI.
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 to be considered in new/changes to 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 personally provide technical assistance on urgent field problems and for follow-up purposes.
Mentor other team members on processes including CPI identification and creation, warranty / 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 in all business decisions and ability to leverage that information in creating customized customer solutions.
Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations. Experience in providing technical support for heavy equipment directly with customers and dealers. Experience in providing problem management and root cause analysis.
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.
Technical Excellence: Knowledge of and ability to troubleshoot heavy equipment systems including hydraulic, electrical, engine, etc. Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with dealers and customers.
Top Candidates will have:
Caterpillar HMS experience.
Experience and knowledge of various 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 maybe available for this position.
This position will require 25 % travel globally.
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 make the most of your talents.
Relocation is available for this position.
Posting Dates:
December 4, 2025 - December 13, 2025
Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply
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