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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.

As a Hydraulic Mining Shovel (HMS) Service Consultant, you will partner closely with Cat Dealers to successfully troubleshoot and resolve critical technical and operational issues on production mining shovels.

What you will do:

• Serve as Level 2 point of contact for Dealer Solutions Network (DSN) tickets relating to Hydraulic Mining Shovels through the Product Support Customer Relationship Management (PSCRM) portal.

• Define problem in terms of observed symptoms, applications, and conditions encountered, work with dealers and technical staff to identify information needed, research available data, identify root cause, and communicate resolution steps to dealers.

• Maximize velocity to resolution on all tickets.

• Escalate tickets to Level 3 as required.

• Provide technical product support to dealer personnel, subsidiary service groups, marketing units, design engineers, technical information division, test and evaluation, etc.

• Support marketing units with technical guidance for managing customer problems with product deficiencies.

• Support design engineer activity by identifying market needs to be considered in new/changes to products.

• Provide counsel to subsidiary plant service engineering/product quality on product problem maintenance.

• Drive improvements to product support documentation in Service Information System (SIS) and other sources as any deficiencies are identified while resolving customer issues.

What Skills you will have:

**Problem Solving:** Experience in providing technical support for heavy equipment directly with customers and dealers. Experience in providing problem management and root cause analysis.

**Effective Communications:** Clear written and verbal communication with strong attention to detail. Ability to effectively communicate with technically and non-technically skilled mining customers and dealers alike.

**Technical Excellence:** Knowledge of and ability to troubleshoot heavy equipment systems including hydraulic, electrical, engine, etc. Ability to navigate, read, and interpret technical documents including electrical & hydraulic schematics, existing troubleshooting procedures, etc.

**Relationship Management:** Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with dealers and customers.

Top Candidates will have:

Caterpillar HMS experience.

Experience and knowledge of various product support systems such as Current Product Improvement (CPI), Service Information System (SIS), Service Information Management System (SIMS), Reliability and Warranty Analysis (RWA), etc.

Mining industry experience.

Self-motivated and organized.

Additional information:

This position requires the candidate **to work full-time in the Tucson, AZ office.** Relocation assistance is available for this position.

This position will require up to 10% travel globally.

Sponsorship is not available.

Summary Pay Range:

$95,640.00 - $143,520.00

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits:

Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.

+ 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

* These benefits also apply to part-time employees

Relocation is available for this position.

Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com/careers.

Posting Dates:

June 6, 2025 - July 6, 2025

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.

Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .