Product Service Engineer

Caterpillar Inc.•Mossville, IL

6d•$112,710 - $169,060•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 Cat Technology group is searching for a Product Service Engineer for our product development programs focused on supporting VisionLink Productivity within the construction industries segment (CI). In this role, you’ll be part of a team that enhances the acceptability and salability of current and new products (NPI) through meeting product health targets, reducing warranty, achieving NPI product support deliverables, and providing technical support to Caterpillar dealer/technical/service departments, technical field reps, machine and component engineering, and service engineers. The position is suited for persons that are looking for opportunities for increased leadership, global team collaboration, and exposure to all of Caterpillar’s machine product groups and service parts management teams.

Requirements

Service Excellence: Anticipates customers' needs and satisfies them proactively. Resolves complex customer complaints or problems. Coaches others how to deliver excellent customer service in a variety of settings. Participates in developing a variety of effective ways to deal with difficult customers. Recovers from a service failure in a way that enhances customer's esteem of the organization.
Problem Solving and Data-driven Decision Making: Identifies and documents specific problems and resolution alternatives. Develop alternative techniques for assessing accuracy and relevance of information. Follows proper data gathering and analysis processes and policies. Reports problems that arise in the data collection process. Participates in gathering and analyzing product data
Utilizes basic data collection and evaluation tools and techniques
Consulting and Communications Focus: Demonstrates both empathy and assertiveness when communicating a need or defending a position. Communicates well downward, upward, and outward. Explains the requirements, deliverables, costs, and criticalities of the assignment. Participates in developing consulting opportunities or assignments.

Nice To Haves

Degree in Engineering related field
Proven experience collaborating with engineering teams across development, integration, and validation.
6 Sigma Green Belt experience
Experience with telematics, payload technologies, productivity technologies, site grading technologies, or safety sensing systems
Product/customer support, quality, or aftermarket related experience
Mining / Construction Industry experience preferred
DevOps experience preferred

Responsibilities

Develop appropriate procedures and plans to ensure product quality and evaluating results to identify deficiencies.
Collaborating 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.
Perform quality, reliability, and warranty analyses for the assigned product.
Identify, investigate, and obtain resolution commitments for all significant field problems through CPI to maintain and improve assigned product performance.
Coordinate, review, and edit service literature to ensure dealer and customer success in commissioning, maintenance, and service the 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