Grade Product Service Engineer

Caterpillar Inc.•Mossville, IL

8d•$112,710 - $169,060•Onsite

About The Position

The Product Support team plays a critical role in customer success by helping maximize equipment performance. They provide expert technical support, collaborate on-site and with dealers, and deliver solutions that enhance service quality. Their work includes fleet management, diagnostics, maintenance support, and 24/7 technical assistance to ensure optimal machine performance. The Grade Product Service Engineer is responsible for overall quality of the Grade product and facilitates the quality of the product by contributions in design, manufacture, distribution, service, product improvement, and other support processes.

Requirements

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.
Data Gathering & Analysis: 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.
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.
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.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

Nice To Haves

A Bachelor's degree
2 years professional experience
Flexible team player willing to adjust focus between parallel tasks with partner organizations and dealer service departments
Interpreting and utilizing schematics primarily electrical but also hydraulic for system understanding and troubleshooting
Understanding basics of heavy equipment operation and typical job applications
Knowledge of automatic control principles and experience tuning control algorithms
Knowledge of surveying principles; traditional or GNSS
Knowledge of wireless communication and GNSS positioning
Experience in subsystem/system level testing and validation
Experience with Microsoft Office products such as Excel, PowerPoint, Outlook, etc
Experience with J1939 CAN communication and Ethernet communication at both hardware interface and electronic layers

Responsibilities

Frequent support of dealer service department (technicians & Technical Communicators) in resolving product problems via ticketing system (PS-CRM/DSN), phone, and email with own knowledge/experience and combined strengths of internal process partners across engineering and product support organizations.
Regular maintenance and development of Service Information with internal publication teams to insure proper service information is available to dealer organizations.
Regular review of hardware and software quality reports to identify improvement opportunities and analyze responsible internal organization to work.
As needed, initiates Continuous Product Improvements activities with internal engineering organizations and other process partners; continue to support projects through subsequent phases requiring investigation, validation, and corrective action communications.
Supports internal process partners in validation of New Product Introductions extending to field support with dealer organizations and developing relevant service information with publication teams.
Supports internal process partners on serviceability, product performance, product troubleshooting, utilization, application differences, and other inquiries
Developing appropriate procedures and plans to ensure product quality and evaluating results to identify functional deficiencies.
Correcting design flaws as needed.
Evaluating production processes to identify defects in manufacturing and design.
Modifying designs to maximize production efficiency and product quality.
Soliciting and gathering internal and external feedback to identify potential new products and/or improvements to existing products that improve product serviceability.
Writing technical specifications and instructions to ensure product quality and performance.
Tracking and managing the status of projects from inception to release.
Customer and Dealer site visits as necessary to maintain relationships and resolve product problems, validate improvements, and assist with new product utilization.