(Remote) Electrification Product Support Field Engineer

Caterpillar•Nevada, MO

32d•Remote

About The Position

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. About Electrification + Energy Solutions Caterpillar's Electrification & Energy Solutions (E&ES) Division will focus on delivering advanced electrified power train, zero-emissions products/technologies, and the solutions and services associated with these technologies. Focus areas include batteries, fuel cells, motors, inverters, micro grid controllers, charging, energy storage systems, lifecycle solutions/services and integration of components for ePowertrain solutions across industries. We are looking for top talent to build and scale the next generation of technologies, products and services to help our customers build a better-more sustainable-world. We need self-motivated, intelligent and team-oriented individuals to make our plans a reality. Individuals with high emotional intelligence, humility and openness to discovery will thrive in the teams we are building. Job Summary: The Electrification Product Support Field Engineer will support complex technical product problem resolutions of Advanced Power Products (batteries, fuel cells, chargers, energy storage systems, and electric drives) to ensure customers receive the product performance, reliability, durability, and availability expected as part of the Cat Brand Promise.

Requirements

Troubleshooting Technical Problems: Extensive experience and knowledge of troubleshooting approaches, tools and techniques; ability to anticipate, detect and resolve technical problems in electrical equipment.
Resolves difficult or high-impact equipment and systems problems.
Coaches others how to resolve integration or communications problems in multi-vendor environment.
Applies specific techniques for isolating a problem and defining resolution approach.
Uses advanced diagnostic techniques and tools for unusual or performance-related problems
Must have willingness to perform hands-on troubleshooting on Hazardous Voltage (HV) systems
Applies specific techniques for isolating a problem and defining resolution approach.
Uses advanced diagnostic techniques and tools for unusual or performance-related problems.
Customer Focus: Working 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.
Shares customer passion for electrification and decarbonization needs.
Communicates the importance of customer needs/expectations and commits to resolving them.
Data Gathering & Analysis: Working knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.
Follows proper data gathering and analysis processes and policies.
Participates in gathering and sharing an organization's data based on requirements.
Utilizes basic data collection and evaluation tools and techniques.
Service Excellence: Working 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.
Provides a quality of service that customers describe as excellent.
Resolves common customer problems.
Responds to unexpected customer requests with a sense of urgency and positive action.
Provides direct service to internal or external customers.
Documents customer complaints in a timely manner.
Decision Making and Critical Thinking: Extensive experience and knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Must be a proven self-starter to travel alone and train dealer technicians in the field
Assesses and validates decision options and predicts their potential impact.
Effective Communications: Working knowledge and 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.
Writes trip reports for every trip to document and train team.
Works well with others in a collaborative supportive manner

Responsibilities

Understand and apply electrical incident energies and proper use of PPE
Work side by side with dealers to educate and Support troubleshooting issues, answer technical inquiries, and resolve field issues
Diagnose, repair, and rebuild of electrification product(s) at designated repair areas
Communicate site advanced power product issues
Facilitate the return of Failed Parts to the factory for further analysis
CPI support: Identify, testing, data collection, and implementation of ICA's/PCA's
Assist dealers with understanding and implementation of Service Publications, TIB, Service Magazines, and Service Letters
Perform validation of procedures and identify improvements to Product Support Literature
Identify and document early product issues and improvement opportunities
Ability to keep customers properly informed during repairs