MineStar Customer Support Analyst
Caterpillar's MineStar Solutions, a department within Surface Mining and Technology, is currently seeking a Customer Support Analyst in Brisbane, Australia. In this role you will provide support services which include investigating, troubleshooting, and diagnosing application and technical problems, followed up with restoration of service through corrective actions and permanent resolutions. This includes software and on-board hardware, for a worldwide group of Mining Technology customers and dealers.

Job Requirements:

• 6 months of experience investigating, troubleshooting, and diagnosing application and technical problems related to Mining Technology (MineStar) hardware and software.

Job Duties and Responsibilities:

• Mining Technology (MineStar) hardware and software issue identification and resolution for dealers and customers.
• Utilization of standard support processes and ticketing systems.
• Verbal and written communication with customers & dealers regarding status, problem troubleshooting, etc.
• Provide Hotline coverage for MineStar Product family.
• Responsible for resolving a high percentage of application issues, and prompt escalation to advanced support when a quick resolution cannot be obtained.
• Communication and escalation of top priority issues to Service Engineering.
• Advocate on behalf of the dealer and customer to resolve technical product issues.

Key Relationships:

• Product Service Engineers: SME Training and escalation point for complex issues.
• Implementation Team: frequent discussions regarding site-specific customer information. Liaison to ensure "problem free" transitions of new sites to the Product Support Team.
• Customers and Dealers: communicate on a regular basis the status and resolution of issues

Additional information:

• ENVIRONMENTAL CONDITIONS - This position requires open pit and underground mine site support work at times. The selected applicant will be required to complete and pass regulatory open pit and underground mine safety training, and travel to and work for short periods of time in open pit and underground mining environments. Time spent in a mining environment would typically include a single work week with daily work in the mining environment.
• This team is responsible for 24/7/365 coverage, this will require non-standard shifts and weekend coverage.

Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, Caterpillar offers many job opportunities outside of the which can be found through our employment website at www.caterpillar.com/careers

Basic Qualifications:

• 1+ years of PC Technical skills
• 6 months of experience investigating, troubleshooting, and diagnosing application and technical problems related to Mining Technology (MineStar) hardware and software.

Top Candidates will also have:

• Mining industry experience
• Excellent communication and interpersonal skills
• Experience in providing incident management and root cause analysis for complex applications
• Experience in providing first call technical support for enterprise-level applications directly with customers
• Call center or helpdesk experience
• Windows Server VM knowledge and experience
• Experience utilizing Oracle, SQL Server, TCP/IP networking, Microsoft client and server platforms
• Ability to effectively communicate with technical and non-technical mining customers and dealers to develop partnerships/relationships
• Process focused with the ability to execute service and incident management processes
• Moderate level of information technology and application knowledge and support experience

Caterpillar is an Equal Opportunity Employer (EEO)

EEO/AA Employer. All qualified individuals - including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

Nov 6, 2020, 5:59:00 AM