Career Area:Product SupportJob Description:Your Work Shapes the World at Caterpillar Inc.When you join Caterpillar, you'rejoining 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'tjust 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/ResponsibilitiesDefines 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 QualificationsBachelor’s Degree in Mechanical Engineering, Electrical Engineering, Software Engineering or Electronics, Computer Science or equivalent technical experience.Prior experience in field or service engineering, and product support related positionsProven self-starter and problem solver, that demonstrates an appropriate sense of urgencyStrong ability to work with people from many different backgrounds and cultures, internally and externally, with the ability to collaborate and influence othersTop Candidates will have;Excellent written and verbal communication skillsStrong mechanical aptitude, and product support experienceExperience working with and supporting engineering teamsSelf motivated and organisedHighly skilled at multitasking and trouble shootingWorking with warranty and claims is idealProficient in use of Microsoft OfficeWell versed in IT, CybersecurityAbility to effectively communicate with technically and non-technically skilled mining customers and dealers alikeProcess orientedBenefits:Competitive remuneration package including a great bonus structure and share options.Intentional career development with exposure to global teams and markets.A strong commitment to safety and your wellbeingAn inclusive workplace culture focused on quality, customer service and the environmentA commitment to diversity and inclusion, equal opportunity, and equal outcomeThe opportunity to do truly meaningful work in a supportive, constructive culture that encourages you to make the most of your talents.Additional InformationTravel: 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/careersPosting Dates:May 16, 2025 - May 29, 2025Caterpillar is an Equal Opportunity Employer (EEO).Not ready to apply? Join our Talent Community.
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