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 to ongoing issues
Act as the liaison between the Caterpillar implementation teams, product development teams, and other support team members ensuring appropriate corrective actions are performed and that industry standard change management and support processes are followed.

Bachelor’s degree or 3 years of Product Support experience
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 New Product Introduction (NPI) process experience
SQL Server DB Management Experience utilizing Azure, Linux, 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.

Availability and desire to travel domestically and/or internationally on assignment at dealer locations and mine sites – Up to 20%
This job role is primary performed during normal day shift hours but does include some off-shift and weekend responsibilities.

Product Service Consultant

Key skills