Product Service Consultant

Responsibilities

• Mining Technology (Mine Star) 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.
• Report issues within the CPI (product defect) process to assure proper resolution to ongoing issues.
• 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.

• Bachelor’s degree in computer science or mining engineering related field, or product support experience
• Minestar experience
• Experience supporting technology in an industrial or production environment
• Cat New Product Introduction (NPI) process experience
• Experience utilizing Linux, SQL Server, TCP/IP networking, Microsoft client and server platforms
• Ability to effectively communicate with technically and non‑technically skilled mining customers and dealers to develop partnerships/relationships

Demonstrates expertise in Mining Technology support, particularly with Mine Star systems, and possesses strong communication skills to effectively engage with both technical and non-technical stakeholders in the mining industry.

• Mine Star Experience
• New Product Introduction (NPI) Process Experience
• Linux Proficiency
• SQL Server Experience
• TCP/IP Networking

• Issue Identification
• Issue Resolution
• Support Process Implementation
• Technical Product Advocacy
• Product Defect Reporting

• Effective Communication
• Relationship Development

• Mining Technology
• Industrial Environment
• Production Environment
• Change Management

• Microsoft Client Platforms
• Microsoft Server Platforms