Product Service Engineer
Career Area:Product Support
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.
Global Rental, Service & Marketing (GRSM) is a part of the Services, Distribution & Digital (SD&D) segment. GRSM is comprised of Global Rental & Used Equipment Services, Global Service and Global Marketing & Brand. A primary role of GRSM is to support and enhance Caterpillar’s dealer network, which is a competitive strength and the critical way in which we serve our customers.
We’re committed to our customers, who build a better world with our products, services and solutions. We understand and show the value of why they should always choose us. We’re exploring new ideas and opportunities – innovating to discover the breakthroughs necessary for tomorrow’s growth.
In this role, you will have global responsibility for providing, monitoring, and influencing product support activities associated to all tooling within the Service Tools portfolio. Your efforts will be aligned with Caterpillar’s Services Growth initiatives and Dealer Operational Excellence, in support of meeting customer, dealer and business partner needs.
When you join the Dealer Service Tools (DST) organization, you will be joining a team of innovators and doers. We are an end-to-end team that design, validate, release, and support high quality tooling solutions for the entire Caterpillar product portfolio. We don’t just talk about progress and innovation; we make it happen!! The results of our efforts and solutions can be measured by technician efficiency, safety, and increased job quality.
This position will be located in Peoria, Illinois but will have worldwide coverage.
What You Will Do:
Monitor the overall performance (reliability, durability, maintainability, and serviceability) of products to reduce warranty costs and to meet the needs of dealers and customers worldwide.
Identify tooling problems, investigate causes, and establish priorities for resolution.
Define problems in terms of observed symptoms, research available data, define applications and conditions encountered, identify root cause, collaborate with dealers, suppliers, and technical staff to identify information needed, create CPI (Continuous Product Improvement) projects, develop plans to fix the problem including validation, publishing corrective actions, and parts planning.
Initiate action for product improvement through warranty analysis and commercial input.
Prepare and initiate distribution of technical publications to identify problems, communicate issue resolution, and announce product improvements.
Provide input to NPI (New Product Introduction) team to set serviceability, reliability, and durability goals.
Provide technical product support to dealer personnel, subsidiary service groups, marketing units, design engineers, technical information solutions division, test and evaluation, etc.
Respond to dealer/customer and other Caterpillar employee questions regarding product performance.
Respond to technical inquiries via the Dealer Solution Network.
Conduct dealer and customer visits to personally provide technical assistance and active troubleshooting on urgent field problems, and for follow-up purposes.
Support marketing units with technical guidance to manage customer problems with product deficiencies.
Support design engineer activity by identifying market requirements to be considered in new/changes to product.
What You Have:
Technical Degree or equivalent work experience
Experience consistently communicating the importance of customer needs/expectations and the commitment to help resolve issues
Experience researching and verifying customer needs and expectations, solicit customer feedback, and link organizational objectives to customer needs and expectations
Experience driving effective communication of concepts, tools, and techniques. Have the necessary skills to prepare effective presentations and deliver impactful messages. Accurately interpret ideas or suggestions from internal and external partners and facilitate the best solicitations across the entire division
Ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment. Be able to report problems and determine amicable solutions that arise in the data collection process
Take lead role documenting data, ideas, players, stakeholders, and processes, and maintain an open-minded view to best support dealers, customers, and Caterpillar. Assist all team members across the division to establish tooling priorities, assess risks and benefits, and identify alternatives as required.
Preferably experience in field or service engineering, or a product support related position
What You Will Get:
We are proud of what we do because our solutions enable dealers, customers, and partners to succeed in the repair, maintenance and rebuild of Cat machines, engines, and components. If you have passion for tooling and Caterpillar products, and are focused on dealers and customers, consider applying for this highly visible service engineer position within the Dealer Service Tools organization.
Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.
This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at www.caterpillar.com/careers
EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.
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