Job Title: Product Service Engineer 3
Location: Mossville, IL, Clayton, NC
Job Type: W2 Contract
Expected hours per week: 40 hours per week
Schedule: On-site (Monday – Friday)
Pay Range: $60-64 per hour
Job Description:
Provide technical support for Mining Technology (MineStar) hardware and software issues, including investigation, troubleshooting, diagnosis, and resolution for a global network of customers and dealers. Utilize standardized support processes to manage incidents, restore services, and deliver long-term solutions while meeting SLA metrics. Act as a liaison between customers, dealers, product support, and engineering teams to escalate and resolve complex technical issues, ensuring effective communication and timely corrective actions.
Support New Product Introduction (NPI) initiatives by completing product support deliverables, participating in field development and follow-up activities, and ensuring smooth transitions to support teams. Manage incident cases in a 24/7 support environment, process CPI/CER tickets, and contribute to continuous product improvement through defect reporting and enhancement recommendations. Provide hands-on technical expertise, perform root cause analysis, and maintain environments that support diagnostics and connectivity.
Collaborate cross-functionally with global teams (U.S., Australia, India, Brazil), implementation teams, and engineering to ensure knowledge transfer, issue resolution, and adherence to change management processes. Communicate regularly with customers and dealers regarding issue status and resolution.
Role requires 5–7 years of experience, with up to 25% travel to domestic and international mining sites, including support in open pit and underground environments. Position is primarily day shift with occasional off-shift and weekend responsibilities.
Position’s Contributions to Work Group:
- 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 Construction Industry customers and dealers.
Typical task breakdown:
- 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.
- Customer and Dealer Issue resolution- Implementation and utilization of standard support processes to respond, restore, and resolve issues.
- 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.
- Advocate on behalf of the dealer and customer to resolve technical product issues with product development engineering.
- 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.
- Key Relationships: Product Support Manager and Team Leader: frequent discussions regarding priorities, directions, and assistance.
- Product Support Team: frequent interaction and discussions with support analysts located in the United States, Australia, India, and Brazil.
- Assure knowledge transfers between team members.
- Engineering: frequent discussions regarding customer problems. Liaison to ensure problem diagnosis, information on patches/fixes and functionality issues are resolved.
- Customers and Dealers: communicate on a regular basis status and resolution of issues.
- Additional information: Availability and desire to travel domestically and/or internationally on assignment at dealer locations and sites – Up to 25%
Interaction with team:
- Working with an internal global team both independently and with a team.
Team Structure
- Reporting directly to the work director and team lead. 15-20 others on the team.
Work environment:
- Office environment. When travelling, will be out on job sites and will require steel toes.
Education & Experience Required:
- Years of experience: 5-7 years of relevant experience
- Degree requirement: BS Mechanical Engineer, or Electrical Engineer with 5-7 years of relevant experience or Associate degree or Equivalent with 8-10 yrs experience system troubleshooting. Will Accept Master’s Degree with 3-5 of relevant experience.
Top 3 Skills
problem solving, ability to learn quickly, good communication (written and verbal) skills.
Additional Technical Skills
- Knowledge of Microsoft Applications
- Experience with construction equipment technology solutions
- Experience with jobsite networking infrastructure
- Experience with automotive or mobile equipment telematics
- Azure Dev Ops Experience
Soft Skills
- Ability to problem solve
- Excellent written and verbal communication skills
- Ability to form strong relationships within our partner organizations
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