Product Service Consultant

Caterpillar•Clayton, NC

1d•Onsite

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. Ready to make a global impact with your expertise? Caterpillar’s Building Construction Products Division (BCP) is searching for a passionate, skilled Product Service Consultant to join our service engineering team within the Compact Wheel Loader (CWL) and Small Wheel Loader (SWL) group. This is your chance to help elevate our Product Support (PS) to exciting new heights and make a real difference for customers within respective region and around the world. In this role, you will help solve customers’ toughest challenges by delivering world‑class product and technical support while serving as the primary point of contact for the Caterpillar Dealer network across North America for CWL and SWL products. You will proactively identify and prioritize issues that create customer pain, leveraging the right resources to eliminate or mitigate risks to sales and growth. You will play a key role in supporting Caterpillar’s commitment to operational excellence by strengthening dealer capabilities and improving service delivery to drive best‑in‑class performance and customer satisfaction. Through close collaboration with internal partners, customers, and dealers, you will help deliver effective, customer‑focused solutions while continuously growing your skills through ongoing learning and professional development. Our mission is to Solve Our Customers’ Toughest Challenges by providing world-class product and technical support and be the main contact for the Caterpillar Dealer network within North America region for CWL & SWL products. We prioritize issues that cause customer pain, effectively leverage resources to eliminate or mitigate the impact of such threats to sales & growth. Caterpillar is committed to delivering operational excellence to ensure best-in-class performance and customer satisfaction by strengthening dealer capabilities and improving service delivery. We collaborate with internal partners, work closely with customers and dealers to deliver solutions. Grow continuously, embrace opportunities for continuous learning, professional growth and development to benefit self and wider team.

Requirements

Customer Focus: Understanding and prioritizing customer needs in all business decisions to create tailored solutions. Recognizes and commits to customer expectations. Confirms understanding of customer needs. Seeks and acts on customer feedback. Aligns organizational goals with customer expectations.
Technical Excellence: Expertise in technology, processes, and techniques to solve significant technical challenges. Effectively performs the technical job aspects and provides effective solutions to routine challenges. Continuously expanding knowledge and staying current with technical and procedural aspects of the job. Assists others in solving technical or procedural issues.
Data Gathering & Analysis: Ability to objectively collect and synthesize data from various sources to reach conclusions or goals, or judgment. Adheres to data gathering and analysis policies. Reports issues in data collection. Uses basic data collection and evaluation or assessment tools.
Service Excellence & Relationship Management: Understanding customer service and relationship management techniques to meet or exceed customer needs and maintain healthy working relationships.
Effective Communication: Exceptional written and verbal communication skills, capable of conveying complex technical information clearly across all organizational levels. Willingness to collaborate with international teams in various time zones

Nice To Haves

Expertise in mechanical systems, engine systems, electrical and electronic systems, structures, integrated systems, general design engineering, test and development, or technical knowledge of building construction or off-highway equipment.
Proficiency in authoring service and maintenance manuals, including system or component test & adjust, troubleshooting tools & techniques, disassembly & assembly manuals, and labor repair guidelines.
Comprehensive industry knowledge of building construction or off-highway machine products and product applications.
Ability to gather and communicate Voice of the Customer to cross-functional teams (Engineering, Commercial, Marketing & Sales).

Responsibilities

Dealer Solutions Network (Tier 2) & Technical Support: Primary technical & service engineering contact for Caterpillar dealers, addressing technical queries and fixes for product or service repair issues.
Top Commercial Issues / Product Problem Management: Manage timely field containment actions, prioritizing and escalating concerns as needed and gathering data to support effective root‑cause investigations and collaborate with cross‑functional team to develop customer‑focused solutions. Ensure consistent and transparent communication with both internal teams and external partners throughout the process.
Service Engineering: Enhance product repairability, maintenance, and serviceability to strengthen dealer capabilities, improving service delivery performance and customer experience. Mitigate service parts availability issues.
Continuous Improvement: Engage Quality team and support the Continuous Product / Process Improvement (CPI) & other quality improvement processes. Provide service publications and communicate product improvement or service programs.
New Product Introduction: With a customer-back mindset; collaborate with the lead NPI program Service Engineer to gather customer insights and help guide early product decisions. Assist with authoring manuals & service publications, preparing service parts, and managing the Field Follow program. Support launch plans, partner with teams for a smooth release, and provide extra help after launch.