Product Service Engineer

About the role

Career Area: Product Support

About the role

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.

Connectivity Product Support collaborates with our industry partners, including BCP, CI, RI, and P&E, to ensure data quality across the entire connectivity ecosystem, from telematics devices to the customer-facing platforms. The team supports both new product integration and the investigation of critical, complex hardware and software issues affecting dealers and customers. Through these efforts, Connectivity Product Support helps ensure Caterpillar's connectivity solutions consistently meet customer needs and expectations.

What You Will Do

• Collaborate with internal partners across BCP, CI, RI, P&E, and other engineering teams to support the end-to-end connectivity ecosystem, ensuring reliable machine data flow from telematics devices to customer-facing applications.
• Investigate and resolve complex hardware, software, and connectivity issues impacting dealers, customers, and connected products, utilizing diagnostic tools such as Product Link, CAT ET, CANape, CANalyzer, Wireshark, and SIS Web.
• Support new product and technology integrations by validating data quality, troubleshooting communication issues, and ensuring connectivity solutions meet product and customer requirements.
• Analyze machine, network, and telematics data to identify root causes of connectivity issues, improve system performance, and support timely resolution of critical field concerns.
• Serve as a technical resource for dealers, customers, and cross-functional teams, providing expertise on connected machine technologies, communication protocols, and product support processes.

What You Will Have

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

Considerations For Top Candidates

• Experience using diagnostic and troubleshooting tools such as Product Link, CAT ET (Electronic Technician), SIS Web, and other product support applications.
• Working knowledge of vehicle and machine communication protocols, including Modbus TCP and RS485.
• Familiarity with data analysis and diagnostics tools such as CANape, CANalyzer, and Wireshark.
• Ability to support technical issue resolution by leveraging connected machine data, network diagnostics, and product support systems.

Additional Information

• This position requires the candidate to work full-time at the Irving, TX office.
• Domestic relocation assistance is available for this position.
• Visa sponsorship is NOT available with this position.
• This position will require up to 10% travel
• #LI

Summary Pay Range

$112,710.00 - $169,060.00

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

Posting Dates

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