Career Area:

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.

What You Will Do (Responsibilities):
This role is a support-aligned role focusing on enabling software and system issue resolution:

• Conducting risk assessments, root cause analysis, corrective actions, quality assurance processes and issue resolution.

• Working with engineering to develop and implement Interim Corrective Action (ICA) and Permanent Corrective Action (PCA) approaches to issues.

• Communicating about customer feedback to development teams in order to improve deliverables and meet business requirements.

Top Candidates Will Have:

• Industry Knowledge: Knowledge of the organization's industry group, trends, directions, and major issues; ability to apply industry knowledge appropriately to diverse situations.

• Application Knowledge: Deep knowledge of the Terrain for Grading and Loading solution, with an understanding of mining operational workflows, constraints, and challenges.

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

• Software Product Testing: Knowledge of software product testing; ability to design, plan, and execute testing strategies and tactics to ensure software product quality and adherence to stated requirements.

What Skills You Will Have:

Customer Focus (Level: Extensive Experience)

Facilitates creation of the 'right' products and services to resolve customer business issues.

• Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.

• Advises others on creating customer focused environments in various scenarios.

• Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.

• Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.

Effective Communications (Level: Extensive Experience)

• Adapts documents and presentations for the intended audience.

• Demonstrates both empathy and assertiveness when communicating a need or defending a position.

• Communicates well downward, upward, and outward.

• Employs appropriate methods of persuasion when soliciting agreement.

• Maintains focus on the topic at hand.

Systems Thinking (Level: Extensive Experience)

• Facilitates a culture of continuous improvement and widespread systems thinking.

• Clarifies cause-effect relationships among factors that impact organization performance.

• Mentors others to investigate entire range of factors that help and hinder key interventions.

• Scrutinizes the critical organizational factors that drive performance, where problems could have a broader impact.

• Develops scenarios for various system interventions that can be tested, refined, and implemented over time.

Technical Troubleshooting (Level: Extensive Experience)

• Emphasizes the business impact of failure and the criticality and timing of needed resolution so that problems can be avoided.

• Creates trouble reports for all issues found and reviews solutions for completeness and correctness.

• Directs the resolution of communications problems in multi-vendor environments.

• Resolves a variety of hardware, software, and communications malfunctions.

• Coaches others on advanced diagnostic techniques and tools for unusual or performance-related problems.

• Facilitates the distribution of releases reports and correction packages to departments or clients.

Software Product Business Knowledge (Level: Extensive Experience)

• Collects, documents, and maintains product functional requirements; makes recommendations.

• Maintains and disseminates information on customer use and experiences.

• Has knowledge of all advanced business features and functions of the products.

• Relates experiences with unusual or non-traditional uses; assesses opportunities and challenges.

Software Product Technical Knowledge (Level: Extensive Experience)

• Has knowledge of all technical and infrastructure components of the software product.

• Maintains and disseminates information on customer platforms and experiences.

• Collects, documents and maintains product configuration requirements and instances.

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

• Elaborates on alternative product configurations, platforms, and implementation options.

Posting Dates:

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply

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