MineStar Customer Support Analyst

Job Summary

Create and maintain support for Caterpillar Mine Star solutions as a Customer Support Analyst located in Tucson, AZ. Responsibilities include diagnosing and resolving hardware and software issues, maintaining communication with dealers and customers, and ensuring high service levels across a global customer base.

• Identify and resolve Mine Star hardware and software issues for dealers and customers.
• Utilize standard support processes and ticketing systems to track incidents.
• Communicate verbally and in writing with customers and dealers regarding status and troubleshooting steps.
• Provide hotline coverage for the Mine Star product family.
• Resolve a high percentage of application issues; promptly escalation to advanced support when necessary.
• Escalate top priority issues to Service Engineering and advocate on behalf of dealers and customers.
• Act as a subject‑matter expert (SME), providing training and escalation for complex issues.
• Participate in Implementation Team discussions to ensure seamless transition of new sites to the Product Support Team.
• Maintain regular communication with customers and dealers on status and resolution of issues.

• Call center or helpdesk experience.
• Experience investigating, troubleshooting, and diagnosing application and technical problems related to Mine Star hardware and software.
• Perform root‑cause analysis for technical issues.
• Process‑focused with ability to execute service and incident management procedures.
• Moderate level of IT and application knowledge and support experience.
• Experience providing incident management and root cause analysis for complex applications.
• First‑call technical support experience for enterprise‑level applications.
• Knowledge of customer service concepts and techniques with a focus on meeting customer needs.
• Understanding of consulting roles and the ability to provide technical or business guidance to clients.
• Excellent communication and interpersonal skills, effective with both technical and non‑technical audiences.
• Knowledge of problem‑solving approaches, techniques, and tools.
• Ability to establish and maintain healthy relationships with clients, vendors, and peers.

• Mining industry experience.
• Experience with Windows Server virtual machine environments.
• Experience using Oracle, SQL Server, TCP/IP networking, and Microsoft client and server platforms.

This position requires full‑time work at the Tucson Mining Center office in Tucson, AZ. Relocation assistance and visa sponsorship are not available. Up to 10% travel may be required.

Summary pay range: $81,370.00 – $. Compensation and benefits may vary based on market location and individual performance.

Benefits include:

• Medical, dental, and vision coverage
• Paid time off (vacation, holidays, volunteer time)
• 401(k) savings plan
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSAs)
• Health lifestyle programs
• Employee Assistance Program
• Voluntary benefits and employee discounts
• Career development opportunities
• Incentive bonus
• Disability and life insurance benefits
• Parental leave and adoption benefits
• Tuition reimbursement

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

Not ready to apply? Join our Talent Community. Any offer of employment is conditioned upon the successful completion of a drug screen.