Product Service Engineer
| Company | Caterpillar Inc. |
|---|---|
| Location | Decatur, IL, USA, Tucson, AZ, USA |
| Salary | $110520 – $165840 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level |
Requirements
- Experience in engineering or product support positions is essential
- Strong mechanical aptitude
- Comprehensive product knowledge
- Solid engineering background
- Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions
- Knowledge of data gathering and analysis tools, techniques, and processes
- Knowledge of customer service concepts and techniques
- Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients
- Ability to effectively communicate with technically and non-technically skilled mining customers and dealers
- Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems
- Knowledge of relationship management techniques
Responsibilities
- Responsible for monitoring the overall performance of products to reduce warranty costs and to meet needs of customers worldwide
- Identify and investigate causes, establish priorities for resolution
- Conduct data analysis reviews, define applications and conditions encountered, identifying the root cause, develop plans for implementing corrective solutions
- Work with dealers and technical staff to identify opportunities for overall Product Improvement
- Initiates action for product improvement through PIP/PSP warranty program preparation
- Initiates preparation and distribution of technical publications to identify problems, communicate resolutions and announce product improvements
- Provides technical product support to dealer personnel, subsidiary service groups, marketing units, design engineers, technical information division, test, and evaluation
- Responsive communication to dealer/customer and internal stakeholders regarding product performance
- Supports marketing units with technical guidance for managing customer relations with product deficiencies
- Supports design engineer activity by identifying market needs to be considered in new/changes to product
- Provides counsel to subsidiary plant service engineering/product quality on product problem maintenance
- Maintain and build relationships involving key stakeholders ensuring communications are targeted for multi plant involvement on a worldwide basis
- Supports various NPI (New Product Introduction) product support deliverables to include reliability and durability goals, publications, parts, and training
- Provides field follow engineering support to dealers and customers on pilot machines
- Collaborate with team members in India, which has limited collaboration time with the US team due to time differences
Preferred Qualifications
- Bachelor’s degree in Electrical, Mechanical, or Mining Engineering from an accredited university
- Knowledge of heavy equipment products, service tooling, repair practices, product user practices, and dealer service capabilities
- Cat New Product Introduction (NPI) process experiences desirable