customer services specialist

Job Description

Career Area:

Product Support

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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.

Job Summary:

We are seeking a highly motivated person to join our team at Caterpillar as Condition Monitoring Advisor. The successful candidate will have foundational experience with mining or construction equipment, gained through roles involving operational support, basic equipment monitoring, or maintenance assistance. This role involves supporting Fleet Managers or Dealers to increase machine availability, decrease total cost of ownership (TCO), and minimize unexpected downtime.

What the candidate will do:

• Monitor the health of Caterpillar machines using the 5 elements of condition monitoring: SOS reports, VIMS alerts, inspection reports, backlog management, and site conditions.
• Provide equipment recommendations aimed at improving machine health and customer value.
• Prepare health reports for customers and their Caterpillar dealers on a regular basis.

Education Requirement:

• Mechanical Engineer, Electrical Engineer, Mining Engineer or any engineering degree related to the field.
• Bilingual (English)

What Skills you will have: Data Gathering & Analysis:

• Working knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.
• Identify machine issues and troubleshooting experience.

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.
• Knowledge of engines, power train, hydraulic systems, Product Link, VIMS, inspection process, equipment lifecycle planning, fluid inspection services, and the Service Information System (SISweb).
• Maintains focus on the topic at hand.

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 communication behaviors.
• Strong communication and collaborative skills.
• Demonstrates both empathy and assertiveness when communicating a need or defending a position.

Relationship Management:

• Knowledge in condition monitoring or field follow engineering, or any other product support field.
• Ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Top Candidates will also have:

• Familiarity with Caterpillar's products and processes is a plus (Product Link Elite, VIMS).

Additional Information:

• Located in Santa Mara.
• Relocation is not available.
• This position will require travel up to 20 PERCENT domestically and internationally.
• Working VISA required.

Final Details:

Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application please use the candidate log-in on our career website as it will reflect any updates to your status.
The Caterpillar Code of Conduct states that we will select and place employees based on their qualifications for the job to be performed, without regard to race, religion, national origin, color, gender, gender identity, sexual orientation, age, or disability. In this company, we do not request pregnancy tests, nor HIV tests as requirements for employment entry, permanence, or promotion.

Posting Dates:

October 6, October 13, 2025
Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply.
Not ready to apply? Join our Talent Community.

Locations:

Monterrey, Nuevo Len, Mexico

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