Career Area:

Product Support

Job 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.

Role Definition

Responsible for providing expert-level support for MineStar Fleet, Health, and Command Offboard applications. Plays a crucial role in ensuring smooth operational support, high-quality customer experience, and effective issue resolution. This role also actively identifies and integrates technologies such as AI, Automation, and Power BI–based Proactive Monitoring into the Support Workstreams.

Responsibilities

Support Execution

• Provide Tier 2 support for MineStar Fleet/Health/Command Offboard systems and ensure efficient incident resolution. It is desired for this role to grow into a Tier 3 Support role in the near future.
• Deliver high-quality customer interactions with dealers, customers, and internal teams.
• Identify recurring issues, perform root‑cause analysis, and drive long-term fixes.
• Collaborate with Engineering, Product, and Process partners to maintain and improve service quality.
• Ensure adherence to incident management processes and support lifecycle standards.
• Contribute to continuous improvement through documentation, insights, and process refinement.
• Support reporting, metrics, and data-driven analysis to identify trends.
• Participate in A3/AAR retrospectives and ensure follow-up actions.

Technology & Innovation

• Identify opportunities to integrate AI, Automation, and Power BI–based proactive monitoring into support workflows.
• Drive adoption of new tools that enhance reliability and support outcomes.

Skill Descriptors

Customer Focus

Improve customer experience by applying best practices and continuously seeking quality enhancements.
 Level: Extensive Experience

Tickets / Incident Management

Ensures effective case handling, monitors SLAs, and supports timely resolution of complex issues.
 Level: Working Knowledge

Manage Operations

Supports daily support activities, standups, stakeholder communication, and process compliance. Analyzes feedback and collaborates on systemic improvements.
 Level: Extensive Experience

Technology Enablement

Identifies opportunities for monitoring, automation, and AI-driven optimization.
 Level: Basic Understanding

Training & Development

Shares knowledge, supports onboarding, conducts case reviews and capability‑building exercises.
 Level: Working Knowledge

Collaboration

Engages process partners and cross-functional teams to align on operational goals and maintain clear communication.

Relocation is available for this position.

Posting Dates:

January 27, 2026 - February 5, 2026

Caterpillar is an Equal Opportunity Employer.  Qualified applicants of any age are encouraged to apply

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