Junior Product Service Engineer

Location: Brisbane, QLD
Pay: $40-43/hr
Industry: Mining Equipment Manufacturer

Job Description:
 
MineStar Solutions Division is currently seeking a Product Service Consultant to support MineStar Terrain Onboard and Command for Dozing technologies to be located in Brisbane, QLD
 
As Product Service Consultant, you will have a direct impact on MineStar Terrain Onboard and Command for Dozing product quality, support responsiveness, and NPI execution. This office-based role will focus on issue triage, Tier 2 technical support, official product service documentation, CPI coordination, and ensuring NPI service engineers have the information, tools, and support needed to complete their work efficiently.
 
 
Job Duties and Responsibilities:

• Triage MineStar Terrain Onboard and Command for Dozing hardware and software issues reported by dealers, customers, and internal teams; assess severity, clarify scope, and route issues to the appropriate support or engineering path.
• Provide Tier 2 technical support for MineStar Terrain Onboard and Command for Dozing technologies, including investigation, troubleshooting, diagnosis, replication of issues, and coordination of resolution activities.
• Maintain the official product service documentation for MineStar Terrain Onboard and Command for Dozing, ensuring published dealer-network materials are accurate, current, and aligned with product changes, support learnings, and CPI activity.
• Support New Product Introduction (NPI) service engineers by helping investigate product issues, preparing support information, tracking open items, and removing barriers that prevent service engineering work from progressing.
• Coordinate CPI activity for MineStar Terrain Onboard and Command for Dozing by identifying recurring or product-related issues, gathering required evidence, documenting problem statements, and working with engineering teams to drive timely corrective action.
• Serve as the office-based liaison between Caterpillar implementation teams, NPI service engineers, product development, and Product Support to ensure issues are understood, corrective actions are tracked, and standard support and change management processes are followed.

Key Relationships:

• Product Support Manager and Team Leader: frequent discussions regarding priorities, directions, and assistance.
• Product Support Team: frequent interaction and discussions with support analysts located in the United States, Australia, India, and Brazil. Assure knowledge transfers between team members.
• Engineering: frequent discussions regarding customer problems. Liaison to ensure problem diagnosis, information on patches/fixes and functionality issues are resolved.
• Customers and Dealers: communicate on a regular basis status and resolution of issues

 
 
What You Have:

• 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.
• Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
• Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
• 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.
• 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
• 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. communication behaviors.

 
Additional information:

• This office-based role is primarily performed during normal day-shift hours but may include some off-shift and weekend responsibilities to support critical issue resolution and NPI service engineering needs.

 
 
Basic Qualifications:

• Bachelor's degree or 2 years of Product Support experience

Top Candidates will also have:

• Bachelor's degree in Mechanical Engineering, Electrical Engineering or Mining Engineering
• 1 year project management experience
• 1 or more years of experience supporting technology in an industrial or production environment.
• Experience troubleshooting electrical and data network faults
• Experience utilizing SQL Server, TCP/IP networking, Microsoft client and server platforms.
• Ability to effectively communicate with technically and non-technically skilled mining customers and dealers to develop partnerships/relationships.