Lead Product Service Engineer (DSN Service Project Lead)

Caterpillar•Peoria, IL

6d•Onsite

About The Position

Your Work Shapes the World at Caterpillar Inc. 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. Our Product Support and Logistics Division (PSLD) is one of the most innovative divisions within Caterpillar. In PSLD, as within all of Caterpillar, our priority is our customers and helping them build a better world. We touch nearly every element of the services value stream. PSLD is responsible for Aftermarket Parts Distribution of Cat Parts, Integrated Logistics and Global Services supporting Caterpillar dealers and customers. Our teams work together in critical areas that leverage digital capabilities, technology and operational excellence. The Dealer Solutions Network (DSN) service team, within Global Service, is the first point of contact at Caterpillar when our dealers are faced with product issues. We are responsible for providing timely product support directly to our dealers to put products back into service. When you join the Dealer Solutions Network service team, you will be joining a team dedicated to providing world class product support for our dealers and customers. As a DSN Service Project Lead, you will have a unique opportunity to drive change in how we interact with our dealers and product groups to improve DSN process efficiency. You will be integral in taking a tech-forward approach to identify innovative projects that focus on increased DSN efficiency and reduced trips to the machine. You will represent the DSN in conferences and TC training sessions globally, as well as work with dealers to drive change management with our DSN initiatives. You will leverage AI tools and data analytics to maximize efficiency across the DSN.

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.
Service Excellence: 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.
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.

Nice To Haves

Strong presentation, written and oral communication skills
Demonstrated excellence in a team environment
Strong skills in relationship management, collaboration, dealer focus, project management, data driven
Basic mechanical, electrical and hydraulic aptitude
Innovative thinker with a tech forward mindset
Understanding of the dealer product support network and prior experience working closely with dealers
Prior product support related experience
Strong knowledge of Caterpillar product support systems and CRM tools (SIS, TMI, HVC, SIMSi, PSCRM, etc)
Prior experience managing large projects
Bachelor’s Degree

Responsibilities

Manage projects to improve DSN process efficiency, leveraging technology, AI, and data analytics
Engage with dealer technical communicators frequently to drive change management with a focus on dealer self-serve opportunities
Represent the DSN service team in TC conferences and TC training sessions globally
Provide team and stakeholder updates on key projects
Define requirements and prioritize PSCRM enhancement requests