Product Service Engineer, Technology

Caterpillar Inc.•Clayton, NC

2d•$112,710 - $169,060•Onsite

About The Position

Caterpillar Inc. is seeking a Product Service Engineer for its Cat Technology group, focusing on supporting Caterpillar's technology products portfolio within the construction industries segment. This role is crucial for enhancing the acceptability and salability of current and new products by meeting product health targets, reducing warranty claims, achieving new product introduction (NPI) support deliverables, and providing technical support to various internal and external stakeholders including dealers, technical/service departments, field representatives, and engineering teams. The position offers opportunities for increased leadership, global team collaboration, and exposure to Caterpillar's machine product groups and service parts management teams.

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.
Data Gathering and 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 judgement.
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 in engineering or related field or experience in engineering or related field
Technical product support experience
Experience with telematics, payload technologies, productivity technologies, site grading technologies, or safety sensing systems
Product/customer support, quality, or aftermarket related experience
6 Sigma Green Belt experience preferred

Responsibilities

Develop appropriate procedures and plans to ensure product quality and evaluate results to identify deficiencies.
Collaborate with product teams to correct design flaws as needed.
Provide support to triage and direct issues to appropriate teams.
Maximize customer uptime by providing quick field improvements.
Coordinate, review, and edit service literature to ensure dealer and customer success in commissioning, maintenance, and service of the end-to-end product.
Solicit and gather internal and external feedback to identify potential new products and/or improvements to existing products that improve product serviceability.
Assist in new customer onboarding and deployment.
Support customer data gathering initiatives to provide technical teams robust requirement information.
Work with corporate partners to enable scalable training offerings for dealers and customers.