Product Service Engineer (W2 Requirement)

Role Overview

The Product Service Engineer is a hands‑on technical problem solver. This person investigates and fixes real‑world issues with Caterpillar equipment technology—both remotely and occasionally on customer sites. They work directly with dealers, customers, and internal engineering teams to troubleshoot problems, support new product launches, and make sure issues are permanently resolved, not just patched.

Key Responsibilities

• Troubleshoot and resolve hardware and software issues for Caterpillar equipment technology
• Support dealers and customers by diagnosing problems and driving permanent fixes
• Act as the technical liaison between dealers/customers and product development engineering
• Support New Product Introduction (NPI) activities, including field follow and product readiness
• Manage incident cases to meet service-level expectations
• Escalate complex or high‑priority issues to advanced engineering when needed
• Document defects, improvement opportunities, and corrective actions
• Communicate clearly with dealers and customers on issue status and resolution
• Occasionally travel to job sites or mine locations (up to ~25%)

Must‑Have Qualifications

• 5–7 years of relevant technical experience
• Bachelor’s degree in Mechanical Engineering or Electrical Engineering
  (OR equivalent experience: Associate degree with 8–10 years of hands‑on system troubleshooting)
• Strong troubleshooting and problem‑solving skills
• Ability to quickly learn new systems and technologies
• Clear written and verbal communication skills
• Comfortable working with customers, dealers, and engineering teams
• Willingness to travel up to 25% and work on industrial job sites when needed
• Proficiency with basic Microsoft applications

Nice‑to‑Have Qualifications

• Experience with construction equipment or heavy equipment technology
• Knowledge of jobsite networking or connected equipment systems
• Background in automotive, mobile equipment, or telematics systems
• Experience working with globally distributed teams
• Familiarity with Azure DevOps or defect/issue tracking systems
• Exposure to New Product Introduction (NPI) or product launch support