Apply on Employer Site

Caterpillar Inc. · 4 hours ago

MineStar Technical Support Manager - Command for Hauling

Tucson, AZ

Full-time

Onsite

Mid, Senior Level

$148K/yr - $222K/yr

3+ years exp

Caterpillar Inc. is a global leader in manufacturing and technology, focusing on building sustainable communities. They are seeking a Technical Support Manager for their Command for Hauling Service Engineering team, responsible for leading a team that supports autonomous mining technology and collaborating with various stakeholders to ensure product support and improvements.

ConstructionMachinery ManufacturingManufacturingMechanical Engineering

No H1B

Responsibilities

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 and Supply Chain, Engineering and Component Suppliers on key technology parts and components

Manage product specific Warranty and Goodwill claims globally

Develop and manage Technology Service Publications and Technical Literature to support the autonomous truck fleets

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 your team in the management of New Product Introduction (NPI) projects, Field Inspections and Campaigns and New Build technical assistance

Support MineStar Product Field Follow Testing and Validation programs globally

Engage with the team on Product related Incident Investigations as required

Generate system reports tracking components, parts and warranty performance and insights

Qualification

Technical ExcellenceData Gathering & AnalysisCustomer FocusService ExcellenceRelationship ManagementProblem SolvingConsultingCoachingChange ManagementRoot Cause AnalysisMining Industry ExperienceMineStar ExperienceEffective CommunicationsTeam Management

Required

Bachelor's Degree (Engineering stream) or equivalent technical experience

Prior Management experience (3+ year)

Product or industry specific knowledge and experience (3+ year)

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

Data Gathering & 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

Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner

Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately

Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviours

Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations

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

Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges

Preferred

Proven ability to manage a team with a dynamic workload

Experienced coaching capabilities for a team managing first-line technical support for enterprise-level applications

Strong background in change management, problem management and root cause analysis for complex software and hardware systems with strength in data driven communications and decision making

Excellent written and verbal communication skills to interact and build strong relationships with global teams and customers

Ability to work both independently and collaboratively as an integral part of local and global teams in a fast-paced environment

Self-starter with a proactive mindset, taking initiative to tackle challenges and drive effective solutions forward

Experience in mining or heavy earthmoving industries is a benefit but not required

Experience with MineStar or equipment automation is a benefit but is not required