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. Job Description: Whether it be ground-breaking products, best-in-class solutions, or creating a lifelong career, you can do the work that matters at Caterpillar. When you join Caterpillar, you are joining a team of makers, innovators, and doers. We are the people who roll up our sleeves and do the work to build a better world. We don't just talk about progress and innovation. We make it happen. Caterpillar MineStar Solutions is currently seeking the expertise of a Product Service Engineer to ideally be located in Perth or Brisbane, Australia. As a Product Service Engineer, you will have a significant impact on the productivity & quality of a global fleet of Autonomous Trucks. You will drive customer satisfaction through effective issue resolution for MineStar software and on-board machine hardware. The Service Engineering team works with MineStar Technology Customers, Caterpillar Dealers, and diverse cross functional teams within Caterpillar to install & commission trucks, investigate, troubleshoot, and diagnose issues to implement Corrective Actions. You will utilise your Customer Relationship skills to drive high quality results with urgency & velocity. You will build strong product knowledge and product support skills. The team is engaged in Warranty Investigations, Service documentation, Continuous Product Improvement (CPI), New Product Introductions (NPI) and Product Field Follow Testing and Validation. Ongoing learning and knowledge development is a key component to this role and specialized training is provided to the successful applicant. Primary Job Duties and Responsibilities: - Provide hands-on product expertise to complete problem analysis, communicate corrective actions, and escalate priorities to key stakeholders on MineStar Hardware and Software issues. - Utilize standard support processes to respond, restore, and resolve issues. - Advocate on behalf of the Customers and Caterpillar Dealers to resolve Product Issues with the Product Development Engineering teams. - Create and maintain a support environment that facilitates issue diagnostics and customer connectivity. - Create and report product improvement ideas including functional enhancements and supportability improvements. - Participate in assigned New Product Introduction (NPI) projects. - Support and implement assigned MineStar Product Field Follow Testing and Validation programs. - Participate in the development of service documentation and publications associated with the Command for Hauling MineStar Technology Solution. - Periodically travel to Customers and Dealers facilities to provide technical assistance. - Engage with the teams on Product related Incident Investigations as required. - Generate system and site reporting and metrics as required. Basic Qualifications: - Bachelor's Degree in Electrical or Mechanical Engineering, Computer Science, Software Engineering or Electronics or equivalent technical or trade experience. Additional Attributes for a top candidate: - Experience in providing first call technical support for enterprise-level applications directly with customers - Experience in providing problem management and root cause analysis for complex applications - Ability to work independently & as a functional member of a global team - Be a self-starter who takes initiative to accomplish tasks - Experience with Mining or Heavy Construction equipment, particularly in a technical capacity (preferred but not required) - Knowledge of or experience with electrical, hydraulic or mechanical technical drawings - Knowledge of Windows Server and VMs, SQL Server, TCP/IP networking, Microsoft client and server platforms - Knowledge of or experience with Fleet Management or GNSS machine control systems Additional information: - Availability and desire to travel domestically and/or internationally to dealer locations and customer mine sites - Up to 25% - Ability to meet the ongoing COVID vaccination mandate requirements of our major mining customers and regional governments in Australia and Internationally ENVIRONMENTAL CONDITIONS - This position requires open pit mine site support work on an as required basis. The selected applicant will be required to complete and pass regulatory open pit mine safety training, and travel to and work in open pit 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 performed during normal day shift hours but does include some off-shift and weekend rotational 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 this which can be found through our employment website at www.caterpillar.com/careers Caterpillar is an Equal Opportunity Employer (EEO). Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) . There's more to work at Caterpillar than just the work itself. We hire smart, friendly people and it shows in our culture. We hold ourselves to high standards and make sure our values of integrity, excellence, teamwork, commitment and sustainability come to life in the way we work. We make sure our employees feel continuously challenged while also supported. We provide professional growth opportunities, including leadership programs. We celebrate the diversity of our team, while also working together as one Caterpillar. Our culture, like everything at our company, is made possible by each employee's contribution. Person by person, we create the environment we work in, and we are proud of the Caterpillar we've built.