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Greater Peoria, IL
Greater Peoria, IL

Senior Product Service Engineer



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East Peoria, IL, USA
Posted on Thursday, January 4, 2024

Career Area:

Product Support

Job Description:

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.

It’s More Than a Job, it’s a Career - YouTube

Job Summary:

Caterpillar’s Resource Industry Operations and Products Division is currently seeking a Senior Service Engineer for the Large Track-type Tractor products located in the East Peoria, IL facility. In this role, you will monitor and influence the overall performance of assigned products to meet the needs of customers and dealers. We have a fabulous team that does some of the most exciting work at Caterpillar, and we can’t wait for you to join the team!

What you will do:

  • Accountability to monitor the overall performance (reliability, durability, maintainability and serviceability) of products to reduce warranty costs and to meet needs of customers worldwide.

  • Identify 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, work with dealers 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.

  • Develop and implement test plans, data acquisition plans, and data analysis to define future courses of action.

  • Initiate action for product improvement through warranty analysis and commercial input.

  • Initiate preparation and distribution of technical publications to identify problems, communicate resolutions and announce product improvements.

  • Provide input to NPI (New Product Introduction) team to set serviceability, reliability and durability goals.

  • Identify and implement NPI pilot machine placement, management and transition into production.

  • Provide technical product support to dealer personnel, subsidiary service groups, marketing units, design engineers, technical information 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 (Tier 2).

  • Conduct dealer and customer visits to personally provide technical assistance and active troubleshooting on urgent field problems, new machine assembly and for follow-up purposes.

  • Support marketing units with technical guidance to manage customer issues.

  • Support design engineer activity; identify market requirements to be considered in new/changes to product.

What Skills you will have:

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
Level Extensive Experience:
• Facilitates creation of the 'right' products and services to resolve customer business issues.
• Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.
• Advises others on creating customer focused environments in various scenarios.
• Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.
• Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.
• Communicates and models the criticality of customer focus as an organizational strategy.

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.
Level Extensive Experience:
• Anticipates customers' needs and satisfies them proactively.
• Resolves complex customer complaints or problems.
• Teaches others how to deliver excellent customer service in a variety of settings.
• Applies the concept of 'Moments of Truth' to customer service.
• Participates in developing a variety of effective ways to deal with difficult customers.
• Recovers from a service failure in a way that enhances customer's esteem of the organization.

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.
Level Extensive Experience:
• Reviews others' writing or presentations and provides feedback and coaching.
• Adapts documents and presentations for the intended audience.
• Demonstrates both empathy and assertiveness when communicating a need or defending a position.
• Communicates well downward, upward, and outward.
• Employs appropriate methods of persuasion when soliciting agreement.
• Maintains focus on the topic at hand.

Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
Level Extensive Experience:
• Ensures capture of lessons to be learned from a problem-solving effort.
• Organizes potential problem solvers and leads problem resolution efforts.
• Uses varying problem-solving approaches and techniques as appropriate.
• Contributes to standard practices for problem-solving approaches, tools, and processes.
• Analyzes and synthesizes information and devises alternative resolution strategies.
• Develops successful resolutions to critical or wide-impact problems.

Education and Experience requirement:

  • Bachelor’s degree

  • 7+ years of product and/or field related experience

Top Candidates will also have:

  • Strong mechanical aptitude and product knowledge

  • Familiar with company policies and procedures

  • Communications skills, ability to organize work, credibility, persuasiveness and high stress tolerance are required

  • Able to build relationships with various stakeholders

  • Superior planning and organizational skills

  • Multilingual skills

  • Familiar with the mining industry, specifically Large Track-type Tractors

  • Experience and knowledge of various product support systems such as CPI, SISWeb, SIMS, RWA, PIS

Additional Information:

The primary location for this position is East Peoria, IL

Domestic relocation assistance is available

This position may require 25% travel

Sponsorship is not available

This posting will close at midnight on January 21, 2024

What you will get:

Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world.

Here you earn more than just wage, because we value your performance, we offer a total rewards package that provides:

  • Competitive Base Salary

  • Annual incentive bonus plan*

  • Medical, dental, and vision coverage

  • Paid time off plan (Vacation, Holiday, Volunteer, Etc.)

  • 401k savings plan

  • Health savings account (HSA)

  • Flexible spending accounts (FSAs)

  • Short and long-term disability coverage

  • Life Insurance

  • Paid parental leave

  • Healthy Lifestyle Programs

  • Employee Assistance Programs

  • Voluntary Benefits (Ex. Accident, Identity Theft Protection)

*Subject to annual eligibility and incentive plan guidelines.

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.

For more information, visit caterpillar.com. To connect with us on social media, visit caterpillar.com/social-media


Visa Sponsorship is not available for this position. 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.

Any offer of employment is conditioned upon the successful completion of a drug screen.

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

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This job is no longer accepting applications

See open jobs at Caterpillar.