Product Service Consultant

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.

Role Definition

In this role you will provide support services which include investigating, troubleshooting, and diagnosing application and technical problems, followed up with 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.

Responsibilities

• 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.
• Provide 24 x 7 x 365 Incident Management.
• Complete NPI Product Support deliverables as assigned by Product Service Engineers. Coordinate and complete Field Follow objectives as part of NPI programs.
• Provide hands-on product expertise to complete problem analysis and provide ICA.
• Incident Cases assigned are worked in an order to meet posted Support Level Agreement metrics.
• Escalate top priority issues to team lead. Process CPI / CER tickets to responsible parties.
• Communicate with dealers regarding status, problem troubleshooting, etc.
• Report issues within the CPI (product defect) process to assure 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 prompt escalation to advanced engineering specialists when a quick resolution cannot be obtained.
• 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.

Skill Descriptors

Top candidates will have : (Preferred)

Additional Details

Environmental Conditions

LI

Summary Pay Range

$95,640.00 - $143,520.00

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits

Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.

Medical, dental, and vision benefits

Paid time off plan (Vacation, Holidays, Volunteer, etc.)

401(k) savings plans

Health Savings Account (HSA)

Flexible Spending Accounts (FSAs)

Health Lifestyle Programs

Employee Assistance Program

Voluntary Benefits and Employee Discounts

Career Development

Incentive bonus

Disability benefits

Life Insurance

Parental leave

Adoption benefits

Tuition Reimbursement

This position requires working onsite five days a week. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com / careers.

Posting Dates

October 17, 2025 - October 29, 2025

Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.

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