Product Service Consultant

Caterpillar•Brooklyn Park, MN

9d•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. Caterpillar's Earthmoving Division is hiring a Product Service Consultant for our Brooklyn Park facility in Minneapolis, MN. The purpose of this position is to improve customer satisfaction with our product in terms of reliability and durability, thereby enhancing customer acceptance of our product. This role works with Manufacturing, Engineering, R & D, Purchasing, Marketing and Shipping departments as well as customers, dealers and vendors and travels up to 25% at times in the field.

Requirements

Customer Focus: Aligns customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
Service Excellence: Understanding of dealer service capabilities, repair practices, and labor guidelines
Effective Communications: Works well with internal and external partners,
Problem Solving: Experience identifying product problems and their root cause and achieving an effective and timely solution to these problems.
Relationship Management: Ability to establish and maintain healthy working relationships with clients, vendors, and peers
Technical Excellence: Experience with technical support, problem resolutions, & machine inspections

Nice To Haves

Experience in service engineering, product support, field service, technician, or related field
New product introduction (NPI) experience
Bilingual in English and Spanish
Experience with technical writing and reviewing of Service Publications
Strong understanding of Continuous Product Improvement process and an ability to prioritize projects for rapid response
Six Sigma Green Belt
Proficient in warranty & cost management systems (SCAS, MSCRM, DSN), and Quality reporting systems to complete thorough analytics

Responsibilities

Identify, define, and quantify product deficiencies.
Work with cross-functional groups/teams to achieve effective and timely solutions to product problems and ensure parts availability.
Prepare data for the release of technical information to dealers.
Participate in NPI programs by coordinating development of Service Publications, managing field follow programs and coordinating with cross functional teams on NPI and service programs.