Caterpillar Inc.
Manufacturer of construction and mining equipment, engines, and industrial gas turbines.
23 hours ago
Intermediate (4-7 years), Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Chennai, Tamil Nadu, India
Field
Company Size
107,000 Employees
Service Specialisms
Sector Specialisms
Description
tier 2 support
root cause
incident management
data analysis
ai automation
tool adoption
The role provides expert‑level support for MineStar Fleet, Health, and Command Offboard applications. It ensures smooth operational support, high‑quality customer experience, and effective issue resolution. The position also identifies and integrates AI, automation, and Power BI‑based proactive monitoring into support workstreams.
You will deliver Tier 2 support for MineStar systems, aiming to progress to Tier 3, while maintaining high‑quality interactions with dealers, customers, and internal teams. You will conduct root‑cause analysis, drive long‑term fixes, and collaborate with Engineering, Product, and Process partners to improve service quality. Continuous improvement will be supported through documentation, metrics, and participation in retrospectives.
- Provide Tier 2 support for MineStar Fleet, Health, and Command Offboard systems; aim to progress to Tier 3.
- Deliver high-quality interactions with dealers, customers, and internal teams.
- Identify recurring issues, conduct root‑cause analysis, and implement long‑term fixes.
- Collaborate with Engineering, Product, and Process partners to improve service quality.
- Follow incident management processes and support lifecycle standards.
- Document insights and refine processes for continuous improvement.
- Generate reports, metrics, and data‑driven analyses to spot trends.
- Participate in A3/AAR retrospectives and ensure follow‑up actions.
- Identify and integrate AI, automation, and Power BI‑based proactive monitoring into support workflows.
- Drive adoption of new tools to enhance reliability and support outcomes.
- Improve customer experience by applying best practices and seeking quality enhancements.
- Manage daily support operations, stand‑ups, stakeholder communication, and process compliance.
- Monitor tickets/incidents, enforce SLAs, and resolve complex issues.
- Enable technology monitoring, automation, and AI‑driven optimization.
- Share knowledge, support onboarding, and conduct case reviews for capability building.
- Engage cross‑functional teams to align on operational goals and maintain clear communication.
Requirements
ticket management
incident management
customer focus
automation
ai optimization
training
The role requires extensive experience in ticket and incident management, strong customer focus, and the ability to manage daily operations and stakeholder communication. You should identify opportunities for automation, AI‑driven optimization, and share knowledge through training and onboarding. Relocation assistance is available for this position.
Benefits
The posting runs from January 27 to February 5 2026. Caterpillar is an equal‑opportunity employer that values integrity, excellence, teamwork, commitment, and sustainability, offering professional growth and a diverse, supportive work environment.
Training + Development
Interview process
Visa Sponsorship
Security clearance
Overview
1925
Year Founded
The company was established in 1925 as a manufacturer of agricultural machinery and later expanded into construction equipment.
190+ Countries
Global Presence
The company operates in over 190 countries, providing essential products for large-scale infrastructure, mining, and energy projects.
- The company's iconic yellow machines are used in construction, mining, oil & gas, and power generation projects.
- In recent years, Caterpillar has increasingly focused on sustainability through advanced technologies that improve machine efficiency and reduce emissions.
- Typical projects include large-scale infrastructure, such as highways, airports, and mining operations in remote areas.
- Caterpillar's product lines are known for their durability and performance, which have become the standard in the heavy machinery industry.
- Noteworthy achievements include innovations in autonomous machinery and advanced telematics for fleet management.
- Despite its massive size, Caterpillar maintains a reputation for responsiveness and adaptation to the rapidly changing global market.
Culture + Values
- Integrity
- Excellence
- Teamwork
- Commitment
- Sustainability
- Leadership excellence – sound business judgement, courage, curiosity, emotional intelligence and an enterprise mindset
- Power of Everyone – include, seek out and value people with different ideas and insights
- Learning and growth – providing limitless opportunities for employees to continually improve and develop
- Employee safety, health and wellness – focused on care, learning, and prevention
Environment + Sustainability
30% Reduction
GHG Emissions Target
Aims to reduce absolute Scope 1 & 2 GHG emissions by 30% from 2018 to 2030, aligning with Paris Agreement goals.
100% Sustainable
New Product Commitment
All new products by 2030 will be designed to be more sustainable through waste reduction, remanufacturing, lower emissions, or improved efficiency.
50% Landfill
Intensity Reduction
Aims to reduce landfill intensity by 50% from 2018 to 2030 through improved waste management practices.
25% Growth
Remanufacturing Sales
Seeks to increase remanufacturing sales and revenues by 25% from 2018 to 2030, promoting circular economy principles.
- Implement water management strategies at 100% of facilities in water‑high‑risk areas by 2030.
- Aspire to reduce recordable injury frequency by 50% from 2018 to 2030.
- Published inaugural TCFD report in 2023, disclosed Scope 3 use‑of‑sold‑products emissions.
- Net zero aligned with Paris Agreement goals (committed to reduced‑carbon future and supporting customers’ energy transition).
- Board‑level Sustainability & other Public Policy Committee established in 2022, ESG performance included in executive‑officer incentive plans since 2022.
Inclusion & Diversity
14 ERGs
Employee Resource Groups
The company supports 14 Employee Resource Groups (ERGs) to foster an inclusive culture.
- Global support for diverse backgrounds through the Power of Everyone initiative.
- Employee Insights survey drives global feedback and cultural development.
- ERGs enhance professional growth and innovation.