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.

Caterpillar is currently seeking the expertise of a Product Support Service Engineer to join the team. This position is ideally to be located in Brisbane, Australia.

Reporting to the Product Support Manager, this position is responsible for monitoring the overall performance of products to reduce warranty costs and to meet needs of customers worldwide for a generally smaller or more specific product line in a Division. You will identify problems, investigate causes and establish priorities for resolution.

Job Duties/Responsibilities

• Defines problem in terms of observed symptoms, researches available data, defines applications and conditions encountered, identifies root cause, works with dealers and technical staff to identify information needed, issues PIR (Product Improvement Request), develops plans for fixing problem including validation, and publishes corrective action.

• Initiates action for product improvement through PIP/PSP warranty program preparation to address commercial/business impact of field problems. Initiates preparation and distribution of technical publications to identify problems, communicate resolutions and announce product improvements.

• Provides input to NPI (New Product Introduction) team for the setting of serviceability, reliability and durability goals and pilot test program. Identifies number of pilot machines needed, dealer placement, rework needed at conclusion of pilot and assesses ready to ship.

• Provides technical product support to dealer personnel, subsidiary service groups, marketing units, design engineers, technical information division, test and evaluation, etc.

• Supports marketing units with technical guidance for managing customer problems with product deficiencies.

• Supports design engineer activity by identifying market needs to be considered in new/changes to product.

• Provides counsel to subsidiary plant service engineering/product quality on product problem maintenance.

• Responds to dealer/customer and other Caterpillar employee questions regarding product performance.

• Conducts dealer and customer visits to personally provide technical assistance on urgent field problems and for follow up purposes.

Basic Qualifications

• Bachelor’s Degree in Mechanical Engineering, Electrical Engineering, Software Engineering or Electronics, Computer Science or equivalent technical experience.

• 2-5 years experience in field or service engineering, and product support related positions

• Proven self-starter and problem solver, that demonstrates an appropriate sense of urgency

• Strong ability to work with people from many different backgrounds and cultures, internally and externally, with the ability to collaborate and influence others

Top Candidates will have;

• Excellent written and verbal communication skills

• Strong mechanical aptitude and product knowledge and good engineering background

• Self motivated and organised

• Highly skilled at mulit taksing and trouble shooting

• Working with warranty and claims is ideal

• Proficient in use of Microsoft Office

• Well versed in IT, Cybersecurity

• Ability to effectively communicate with technically and non-technically skilled mining customers and dealers alike

• Process oriented

Additional Information

• Travel: Up to 25%

• 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

Posting Dates:

April 18, 2024 - May 2, 2024

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.