Product Service Consultant

Caterpillar•Lafayette, IN

21h•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. About LPSD The Large Power Systems Division (LPSD) is part of Caterpillar’s Power & Energy segment. Through this global organization, Caterpillar designs and manufacture large (greater than 18 liters) diesel and natural gas engines, powertrains and key engine systems. LPSD products and solutions support customers across power generation, industrial, marine, oil & gas, rail, services and Cat® machine applications worldwide. Job Summary The Large Power Systems Division has an opening for a Gas Engine Product Service Consultant located in Lafayette, IN. In the role as a Service Consultant, you will provide product support for LPSD engines in gas applications globally. The Service Consultant monitors the product health of gas engines, launches projects and initiatives to drive product improvements, and resolves complex technical and commercial product problems for Caterpillar dealers to ensure customers receive the product performance, reliability, durability, and serviceability expected as part of the Cat Brand Promise. The service consultant plays a key role in the continuous product improvement (CPI) process from start to finish and is responsible for driving the appropriate publications and support plans for the field.

Requirements

Four-year degree in engineering or engineering technology
Customer Focus: Extensive 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: 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
Service Excellence: Extensive 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
Consulting: Working Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately
Effective Communications: Extensive 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: Working 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: Working Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers
Technical Excellence: Extensive Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges

Nice To Haves

Experience with gas engines and engine systems
Experience with electric power and oil & gas applications
Working knowledge of Caterpillar dealers, warranty and service systems
Experience with the Continuous Product Improvement (CPI) process

Responsibilities

Monitor the product health and quality performance in the field for the LPSD gas engines
Investigate warranty claims, look for quality trends, and anticipate field issues to drive product improvements
Launch and support Continuous Product Improvement (CPI) Projects, and issue appropriate publications and field support plans
Provide accurate financial forecasts for CPI projects requiring field support plans
Work closely with dealers and industry reps to investigate and resolve complex customer technical issues
Utilize Applied Failure Analysis (AFA) to investigating critical failures and adapt internal reports for external use
Provide support for major problems to resolve warranty claims, develop ICA repair options and advise industry teams and dealers on maintenance and service options
Closely monitor and support the field population post-production and provide monthly updates to the leadership team
Conduct dealer and customer visits to provide technical assistance on urgent field problems when necessary
Provide LPSD DSN Tier 2 analysts guidance on difficult DSN tickets and work with engineering to answer any unresolved questions
Develop and maintain effective relationships with LPSD Engineering, Quality, and industry teams to efficiently resolve customer problems