Product Support Analyst

at Caterpillar, Inc. in Peoria, Illinois, United States

Job Description

Career Area:

Business Technologies, Digital and Data

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.

Why you want this job, and why it is awesome!

Caterpillar’s Mining Technology Enabled Solutions (MTES), a department within Surface Mining and Technology, is currently seeking a Product Support Analyst to be located in Tucson, AZ, Rapid City, SD, or Peoria, IL. Reporting to the Product Support Manager, you will work with various stakeholders, including engineering, dealers, and customers to provide technical support services. You must have advanced technical skills in investigating, troubleshooting, and problem-solving applications and technical problems for various MineStar backend platforms and architecture.

What you will do:

+ Provide support for cloud-hosted applications that deliver solutions to Caterpillar dealers and customers around the world.

+ Provide hands-on product expertise to complete problem analysis and provide Interim Corrective Actions (ICA).

+ Manage workload and escalate in a timely manner.

+ Analyze and process tickets to responsible parties.

+ Work with third-party vendors and internal IT teams to provide application enhancements to ensure overall application performance and improvements in reliability, maintainability, and customer experience.

+ Communicate with dealers regarding status, problem troubleshooting, etc.

+ Create and maintain a support environment that facilitates issue diagnostics and customer connectivity.

+ Manage updates, upgrades, and other maintenance tasks in backend platforms and software areas.

Degree Requirement:

Degree or equivalent experience desired.

What you will have:

Technical Excellence: Advanced information technology and application knowledge and support experience. Advanced knowledge in maintaining, updating, and deploying services in Azure and AWS using Windows VMs, docker containers, and other technologies. Advanced knowledge in maintaining, creating, and testing user-facing programs and support tools in C#, PowerShell, Python, SQL, and other scripting or programming languages. Experience in documenting programs to create troubleshooting and how to guides.

Technology Advising: Knowledge of effective advisory methods and ability to provide valued information and advice to clients regarding products, technologies, services, and solutions for a specific technology domain.

Customer Support: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and the ability to leverage that information in creating customized customer solutions.

Requirements Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

System Testing: Knowledge of system and software testing; ability to design, plan, and execute system testing strategies and tactics to ensure the quality of software at all stages of the system life cycle.

Systems Software Infrastructure: Knowledge of computer architecture and system software interaction; ability to design and build a fundamental architecture of operating systems, database management systems, communications protocols, compilers, and other development tools.

Technical Troubleshooting: Knowledge of technical troubleshooting approaches, tools, and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation.

Technical Writing/Documentation: Knowledge of technical writing; ability to write technical documents such as manuals, reports, guidelines or documents on standards, processes and applications.

Top Candidates will have:

Caterpillar MineStar DSS and Edge and/or other MineStar system experience including implementation.

Intermediate experience with various SQL technologies (MSSQL, Postgres, etc.)

Intermediate experience with various development languages (PowerShell, Python, C#.net, etc.)

Mining industry experience.

Additional Information:

The primary location for this position is Tucson, AZ, Rapid City, SD, or Peoria, IL.

Domestic relocation assistance is not available.

This position may require 5 – 10% travel

Sponsorship is not available

This posting will close at midnight on 7/28/2024.

What you will get:

Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world.

Here you earn more than just wage, because we value your performance, we offer a total rewards package that provides:

+ Competitive Base Salary

+ Annual incentive bonus plan*

+ Medical, dental, and vision coverage

+ Paid time off plan (Vacation, Holiday, Volunteer, Etc.)

+ 401k savings plan

+ Health savings account (HSA)

+ Flexible spending accounts (FSAs)

+ Short and long-term disability coverage

+ Life Insurance

+ Paid parental leave

+ Healthy Lifestyle Programs

+ Employee Assistance Programs

+ Voluntary Benefits (Ex. Accident, Identity Theft Protection)

*Subject to annual eligibility and incentive plan guidelines.

Final details:

Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application – please use the candidate log-in on our career website as it will reflect any updates to your status.

For more information, visit caterpillar.com. To connect with us on social media, visit caterpillar.com/social-media

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:

July 18, 2024 – July 28, 2024

Any offer of employment is conditioned upon the successful completion of a drug screen.

EEO/AA Employer. All qualified individuals – Including minorities, females, veterans and individuals with disabilities – are encouraged to apply.

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