Product Service Engineer

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. Join the Large Mining Truck (LMT) Productivity Class (PC) Product Support team as a Product Service Engineer. In this exciting role, you will be responsible for service engineering leadership of the 793 Large Mining Trucks. These models have a significant and growing installed base around the world and are incredibly important to the overall health of the LMT PC portfolio. This role is critical in our defect-free journey and essential to driving customer loyalty by ensuring the highest customer uptime with the lowest total cost of ownership. To accomplish this, you’ll work closely with cross-functional internal teams and our dealers and customers across the world to provide leadership to troubleshoot and resolve issues, to design the right products, and to provide the right services, tools, and processes to maximize product quality and performance.

Responsibilities

• Responsible for monitoring the overall performance of products to reduce warranty costs and to meet needs of customers worldwide.
• Identify and investigate causes, establish priorities for resolution.
• Conduct data analysis reviews, define applications and conditions encountered, identifying the root cause, develop plans for implementing corrective solutions.
• Work with dealers and technical staff to identify opportunities for overall Product Improvement.
• Initiates action for product improvement through PIP/PSP warranty program preparation to address commercial/business impact of field problems.
• Initiates preparation and distribution of technical publications to identify problems, communicate resolutions and announce product improvements.
• Provides technical product support to dealer personnel, subsidiary service groups, marketing units, design engineers, technical information division, test, and evaluation.
• Responsive communication to dealer/customer and internal stakeholders regarding product performance.
• Supports marketing units with technical guidance for managing customer relations with product deficiencies.
• Supports design engineer activity by identifying market needs to be considered in new/changes to product.
• Provides counsel to subsidiary plant service engineering/product quality on product problem maintenance.
• Maintain and build relationships involving key stakeholders ensuring communications are targeted for multi plant involvement on a worldwide basis.
• Supports various NPI (New Product Introduction) product support deliverables to include reliability and durability goals, publications, parts, and training.
• Provides field follow engineering support to dealers and customers on pilot machines, including machine assembly, commissioning, inspections, testing and updates.
• Serves as communication and reporting conduit (via PPRD and other means) between site teams and engineering organizations.
• Collaborate with team members in India, which has limited collaboration time with the US team due to time differences.

Requirements

• Experience in engineering or product support positions is essential.
• Strong mechanical aptitude, comprehensive product knowledge, and a solid engineering background.
• Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions.
• Knowledge of data gathering and analysis tools, techniques, and processes.
• Knowledge of customer service concepts and techniques.
• Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients.
• Ability to effectively communicate with technically and non-technically skilled mining customers and dealers.
• Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems.
• Knowledge of relationship management techniques.

Nice-to-haves

• Bachelor’s degree in Electrical, Mechanical, or Mining Engineering from an accredited university.
• Knowledge of heavy equipment products, service tooling, repair practices, product user practices, and dealer service capabilities.
• Cat New Product Introduction (NPI) process experiences desirable.

Benefits

• Medical, dental, and vision benefits
• Paid time off plan (Vacation, Holidays, Volunteer, etc.)
• 401(k) savings plans
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSAs)
• Health Lifestyle Programs
• Employee Assistance Program
• Voluntary Benefits and Employee Discounts
• Career Development
• Incentive bonus
• Disability benefits
• Life Insurance
• Parental leave
• Adoption benefits
• Tuition Reimbursement