MineStar Technical Support Manager - Command for Hauling

Description

The Technical Support Manager role within the Command for Hauling Service Engineering team of the Cat Technology Autonomy and Automation division focuses on establishing and maintaining vital product support processes, partnering with go‑to‑market teams, dealers, and customers worldwide to enhance the agility and productivity of a 24/7 service engineering operation for autonomous truck fleets.

In this position you will lead a skilled support team, foster collaboration with internal groups and external partners, and ensure that warranty, technical literature, and product improvement initiatives are effectively managed to keep autonomous mining equipment operating at peak performance.

• Lead and develop a technically capable support team for autonomous truck fleets.
• Build strong relationships with internal teams, dealers, and global customers.
• Manage global warranty and goodwill claims for autonomous technology.
• Create and maintain technology service publications and technical literature.
• Coordinate problem analysis, corrective actions, and escalation for MineStar software/hardware issues.
• Identify and propose product improvement ideas and functional enhancements.
• Oversee new product introductions, field inspections, campaigns, and build assistance.
• Support global MineStar field testing, validation, and incident investigations.
• Generate system reports tracking component, parts, and warranty performance.
• Apply customer‑focused solutions that align with client needs and satisfaction.
• Gather and analyze data from multiple stakeholders to drive decisions.
• Deliver service excellence by meeting or exceeding customer expectations.
• Provide consulting guidance to internal and external clients.
• Solve operational and process problems using appropriate tools and techniques.
• Maintain healthy working relationships with clients, vendors, and peers.

Requirements

Success in this role relies on a strong customer focus, data‑driven analysis, service excellence, consulting expertise, clear communication, effective problem solving, relationship management, and deep technical knowledge of autonomous mining technologies.

Candidates need an engineering degree or equivalent experience, at least three years of management experience, and a solid background in the relevant product or industry; preferred qualifications include coaching first‑line technical support, change and problem management, root‑cause analysis, and strong written and verbal communication skills, with mining or MineStar automation experience viewed as a plus.

• Communicate ideas clearly through effective written and verbal channels.
• Basic qualifications: Engineering degree (or equivalent), 3+ years management experience, 3+ years product/industry knowledge.
• Preferred experience: coaching first‑line support, change management, root‑cause analysis, data‑driven decision making, strong communication, proactive self‑starter.
• Beneficial experience: mining or heavy‑earthmoving industry background and familiarity with MineStar automation.

Benefits

Caterpillar invites you to join a global team that values both innovative work and mutual support, creating stronger, more sustainable communities while building a better world for everyone.

Caterpillar offers a dynamic environment, career growth, specialized training, and a commitment to diversity and inclusion, while the role may require occasional on‑site work in open‑pit mining areas and a standard five‑day office schedule.

Training + Development

Interview process

Visa Sponsorship

Security clearance