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Product SupportJob Description:
Your Work Shapes the World at Caterpillar Inc.
When you join Caterpillar, you're joining 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't just 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.
Whether it be ground-breaking products, best-in-class solutions, or creating a lifelong career, you can do the work that matters at Caterpillar. With a 95-year legacy of quality and innovation and 150 locations in countries around the world, your impact spans the globe.
When you join Caterpillar, you are joining a team of makers, innovators, and doers. We are the people who roll up our sleeves and do the work to build a better world. We don’t just talk about progress and innovation. We make it happen.
Caterpillar MineStar Solutions, a division of Resource Industries Sales, Service & Technology is hiring a Technical Support Manager to support the Command for Hauling products globally. The position would ideally be located in Perth or Brisbane, Tucson or Peoria or Santiago.
As a Technical Support Manager, you will have accountability for collaboration with our process partners, go to market teams, dealers, and customers. You will have a significant impact on the wellbeing and productivity of a Service Engineering team that provides 24/7 support to a global fleet of autonomous trucks.
The Service Engineering team works with MineStar Technology Customers, Caterpillar Dealers, and diverse cross functional teams within Caterpillar to install & commission autonomous trucks, investigate, troubleshoot, and diagnose issues to implement Corrective Actions. Ongoing learning and knowledge development is a key component to this role and specialized training is provided to the successful applicant.
Your role in action:
Lead, and thoughtfully grow a uniquely capable team that can fulfill a wide range of responsibilities in support of our internal and external customers
Build strong working relationships with internal teams and dealers to ensure their success.
Participate in regular technical meetings with Dealers, Parts & Supply Chain, Engineering and Component Suppliers on key technology parts
Manage product specific Warranty and Goodwill globally
Develop and manage Technology Service Publications and Technical Literature to support the autonomous truck fleet
Collaborate with the global Service Engineering teams and other MineStar Product Support Managers to document problem analysis, communicate corrective actions, and escalate priorities to key stakeholders on MineStar Software and Hardware issues.
Create and report product improvement ideas including functional enhancements and supportability improvements.
Assist in the management of New Product Introduction (NPI) projects.
Support MineStar Product Field Follow Testing and Validation programs.
Engage with the teams on Product related Incident Investigations as required.
Basic Qualifications:
Bachelor’s Degree or equivalent technical experience.
Prior Team Lead or Manager experience (3+ year)
Product or industry specific knowledge and experience (3+ year)
This role is for you if you have:
Excellent human relations and written and oral communications skills
Proven ability to manage a team with a dynamic workload
Strength in data driven communication and decision making
Prior MineStar or equipment automation experience
Broad Caterpillar company knowledge and strong understanding of dealer operations
Additional information:
* Availability and desire to travel domestically and/or internationally to dealer locations and customer mine sites – Up to 20%
* ENVIRONMENTAL CONDITIONS - This position requires open pit mine site support work on an as required basis. The selected applicant will be required to complete and pass regulatory open pit mine safety training, and travel to and work in open pit mining environments. Time spent in a mining environment would typically include a single work week with daily work in the mining environment.
* This job role is performed during normal day shift hours unless travelling for work purposes.
Caterpillar of Australia 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.
Posting Dates:
February 29, 2024 - March 21, 2024Caterpillar is an Equal Opportunity Employer (EEO).
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