Caterpillar Inc. is looking to solve the problem of providing effective product service support for Motor Graders, specifically in the areas of new product introduction, dealer advocacy, service engineering, and continuous improvement.
Requirements
- Motor Grader product knowledge and or product support process knowledge.
- Knowledge of customer service concepts and techniques.
- Experience executing field follow programs and conducting serviceability audits.
- Knowledge of the service requirements for Cat motor graders.
- Prior experience working with motor graders and/or service engineering.
- Prior experience supporting NPI field follow programs.
- Excellent written and verbal communication skills to interact and build strong relationships with global teams and customers.
Responsibilities
- Support field follow programs through regular site visits to inspect the machine and communicate observations to the NPI team for resolution.
- Address technical queries and product issues as the main contact for field reps and Caterpillar dealers for North American GC Motor Graders and Worktools.
- Provide excellent service in a direct or indirect manner, meeting or exceeding customer needs and expectations.
- Support continuous product/serviceability improvement (CPI) and warranty programs.
- Coordinate the return of field iron (SIBs) in support of root cause identification.
- Collaborate with engineering teams to develop and implement ICA and PCA solutions, executing field fixes and field support programs.
- Develop and provide solutions to significant technical challenges related to Motor Grader products.
Other
- Four-year engineering or technical degree.
- Travel up to 75% (mainly US and Canada, with opportunity for additional international travel).
- Domestic relocation assistance is NOT available.
- Visa Sponsorship is not available for this position.
- Working onsite five days a week.
