Caterpillar's Earthmoving division is hiring a Product Service Engineer to support the worldwide product team to enhance the acceptability and salability of current and new products (NPI) through meeting product health targets, reducing warranty, achieving NPI product support deliverables, and providing technical support to Caterpillar dealer technical/service departments, technical field reps, machine and component engineering and service engineers primarily focused on the North America region.
Requirements
- Familiarity with Hystat drivetrains.
- Standard warranty and goodwill policies.
- TTT products including applications, configurations, attachments, etc. Service tooling, repair practices, product user practices, and dealer service capabilities.
- Grade Control systems.
- Product support tools: QRQM, VisionLink, CPI, RWA, HVC, SISweb, SIMSi, and PIS.
- Machine & component systems: engine, powertrain, hydraulics, structures, cab/HVAC, and control systems.
Responsibilities
- Support Caterpillar Dealers worldwide by serving as a Tier 2 Dealer Solutions Network (DSN) analyst.
- Conduct dealer and customer visits to personally provide technical assistance on urgent and emerging field problems.
- Perform quality, reliability, and warranty analyses for the assigned product.
- Conduct emerging issues analyses on dealer part return requests and inspections, development of quick field improvements, suggested design, or manufacturing improvements, etc.
- Identify, investigate, and obtain resolution commitments for all significant field problems through CPI to maintain and improve assigned product performance.
- Create service publications to announce significant product improvements to the dealers (via Service Magazine), temporary field fix information (via Tech Info Bulletin), and product support programs (via Service Letters) as part of the CPI resolution process.
- Provide service publication support through reviewing and editing existing and NPI service publications.
Other
- Customer Focus: Facilitates creation of the 'right' products and services to resolve customer business issues.
- Data Gathering & Analysis: Ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.
- Service Excellence: Anticipates customers' needs and satisfies them proactively.
- Effective Communications: Communicates well downward, upward, and outward
- Problem Solving: Recognizes, anticipates and resolves organizational, operational or process problems.
- Technical Excellence: Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues.
- Leading diverse teams across the Caterpillar matrix to address product issues.
- Flexibility for early morning meetings is essential for success.
- Travel: 10-20%
- This position requires working onsite five days a week.
- Relocation is available for this position.
- Visa Sponsorship is not available for this position.
