MineStar Customer Support Analyst

Job Description

Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you become part of a global team that values both the work we do and the people who perform it. We are makers, problem solvers, and future world builders creating stronger, more sustainable communities. We don’t just talk about progress and innovation – we make it happen with our customers, wherever we work and live.

Together, we are building a better world for everyone.

Product Support

Caterpillar’s Mine Star Solutions, a department within Surface Mining and Technology, is hiring a Customer Support Analyst in Tucson, AZ. The role focuses on investigating, troubleshooting, and diagnosing application and technical problems, then restoring service through corrective actions and permanent resolutions for our worldwide Mining Technology customers and dealers. Responsibilities cover both software and on‑board hardware.

• Identify and resolve Mining Technology (Mine Star) hardware and software issues for dealers and customers.
• Utilize standard support processes and ticketing systems.
• Communicate verbally and in writing with customers and dealers regarding status and troubleshooting.
• Provide hotline coverage for the Mine Star product family.
• Resolve a high percentage of application issues and promptly escalated problems when necessary.
• Escalate top‑priority issues to Service Engineering.
• Advocate on behalf of dealers and customers to resolve technical product issues.
• Serve as Subject Matter Expert (SME) for Product Service Engineers and provide training and escalation for complex cases.
• Collaborate with the Implementation Team to ensure smooth transitions of new sites to the Product Support Team.
• Communicate regularly with customers and dealers about status and resolution of issues.

• Technical Excellence:
  Call center or helpdesk experience with investigation, troubleshooting, and diagnosis of Mining Technology hardware and software problems. Root‑cause analysis skills.
• Customer Focus:
  Process‑oriented, capable of executing service and incident management processes with moderate IT knowledge.
• Data Gathering & Analysis:
  Experience providing incident management and root cause analysis for complex applications and first‑call technical support for enterprise‑level applications.
• Service Excellence:
  Knowledge of customer service concepts and techniques; ability to meet or exceed customer expectations.
• Consulting:
  Ability to provide technical or business guidance to clients and apply consulting knowledge appropriately.
• Effective Communications:
  Excellent communication and interpersonal skills with both technical and non‑technical mining customers and dealers.
• Problem Solving:
  Knowledge of approaches, tools, and techniques for identifying, anticipating, and resolving operational or process problems.
• Relationship Management:
  Ability to establish and maintain healthy working relationships with clients, vendors, and peers.

• Mining industry experience
• Windows Server VM knowledge and experience
• Experience with Oracle, SQL Server, TCP/IP networking, Microsoft client and server platforms

• Full‑time position located at the Tucson Mining Center office in Tucson, AZ.
• Relocation assistance is not available.
• Visa sponsorship is not available.
• Position may require up to 10% travel.

$81,370.00 – $

Compensation and benefits may vary based on factors such as job level, location, knowledge, skills, and performance. Salary is only one component of total compensation.

• 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
• Benefits also apply to part‑time employees

* Subject to plan eligibility, terms, and guidelines.

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.