Product Service Consultant

OverviewCareer Area: Product SupportJob Description:Your work shapes the world at Caterpillar Inc.We are a global team that cares about the work we do and 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.Time to contributeCaterpillar is the world's leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives.For nearly 100 years, we've helped customers build a better, more sustainable world and are committed to a reduced-carbon future.Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.Inclusion and growthIf you are seeking personal and professional growth in a company with an inclusive culture that seeks equity, respects differences and believes in people's potential, this is the right place.We welcome candidates with disabilities and value diversity in gender, culture, ethnicity, religion, age, generation, race, nationality and sexual orientation.Important:– Don't forget to include a resumé in English in your profile in Workday.– Please frequently check the email associated with your application, including junk/spam, as this is the primary correspondence method.To know the status of your application, use the candidate log-in on our career website for status updates.ResponsibilitiesIn this role you will provide support services which include investigating, troubleshooting, and diagnosing application and technical problems, followed by restoration of service through corrective actions and permanent resolutions.This includes software and on-board hardware for a worldwide group of Mining Technology customers and dealers.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; complete NPI product support deliverables including field development and field follow projects as required; complete NPI Product Support deliverables as assigned by Product Service Engineers; coordinate and complete Field Follow objectives as part of NPI programs.Provide 24 x 7 x 365 Incident Management.Provide hands-on product expertise to complete problem analysis and provide ICA.Process CPI / CER tickets to responsible parties.Communicate with dealers regarding status, problem troubleshooting, etc.Report issues within the CPI (product defect) process to ensure proper resolution to ongoing issues.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.Product Service Engineers are responsible for resolving a high percentage of application issues and escalating promptly to advanced engineering when quick resolution cannot be obtained.Act as the liaison between Caterpillar implementation teams, product development teams, and other support team members to ensure appropriate corrective actions are performed and change management and support processes are followed.Qualifications and SkillsSkills:Customer Focus: Knowledge of values and practices that align customer needs and satisfaction as primary considerations in all business decisions, with the ability to create customized customer solutions.Data Gathering & Analysis: Ability to collect and synthesize data from multiple stakeholders and sources to reach conclusions.Problem Solving: Ability to recognize, anticipate, and resolve problems; apply problem-solving methods to diverse situations.Technical Excellence: Knowledge of technology and application methods; ability to develop solutions to technical challenges.Basic requirements:Bachelor's degreePre-Advanced EnglishTop candidates will also have:Intermediate SpanishStrong hands-on troubleshooting skills with a background or preference for mining operationsExperience with technology, preferably JavaAdditional InformationAvailability and willingness to travel domestically and/or internationally on assignment at dealer locations and mine sites – up to 25%Open pit mine site support work at timesOpen pit safety training and travel to work in open pit mining environments may be requiredTypical mining environment would be a single work week with daily presence in the mining environmentRole primarily weekdays but includes some off-shift and weekend responsibilitiesBenefitsMedical planDental planMedicines reimbursementPsychological, Legal, Social and Finance Support ProgramPrivate pension planProfit shareMeal assistanceChristmas basketTransportationLife and personal insuranceExtended maternity and paternity leaveEmployee resource groups (Young Professional, Women in Networking, LAMBDA (LGBTQIA+), Latin Group and Active in Sport)Notes: Caterpillar reserves the right to modify benefits.Eligibility may vary by position and location.The Recruitment & Selection area does not contact candidates via personal emails.Available vacancies are advertised through official channels.Official Caterpillar emails use the domain @cat.com.The company does not request payments for the selection process.For more information, see the official careers help page.Posting Dates: outubro 17, **** - outubro 26, ****Caterpillar is an Equal Opportunity Employer.Qualified applicants of any age are encouraged to apply.Not ready to apply?Join our Talent Community.#J-*****-Ljbffr