Product Service Engineer

Caterpillar•Mossville, IL

38d•$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. About E&ES: Caterpillar’s Electrification & Energy Solutions (E&ES) Division will focus on delivering advanced electrified power train, zero-emissions products/technologies, and the solutions and services associated with these technologies. Focus areas include batteries, fuel cells, motors, inverters, micro grid controllers, charging, energy storage systems, lifecycle solutions/services and integration of components for ePowertrain solutions across industries. We are looking for top talent to build and scale the next generation of technologies, products and services to help our customers build a better—more sustainable—world. We need self-motivated, intelligent and team-oriented individuals to make our plans a reality. Individuals with high emotional intelligence, humility and openness to discovery will thrive in the teams we are building. Join us! Job Summary: Caterpillar’s Electrification & Energy Solutions Division has an open opportunity as a Product Service Engineer. The Product Service Engineer will be responsible for product support execution for new product development, market introduction, product health and product improvement. This role will support the ePowertrain product line that E+ES offers to ensure customer satisfaction and product quality objectives are being delivered.

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.
Level Extensive Experience: Facilitates creation of the 'right' products and services to resolve customer business issues. Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement. Advises others on creating customer focused environments in various scenarios. Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations. Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives. Communicates and models the criticality of customer focus as an organizational strategy.
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.
Level Extensive Experience: Anticipates customers' needs and satisfies them proactively. Resolves complex customer complaints or problems. Teaches others how to deliver excellent customer service in a variety of settings. Applies the concept of 'Moments of Truth' to customer service. 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.
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.
Level Extensive Experience: Reviews others' writing or presentations and provides feedback and coaching. Adapts documents and presentations for the intended audience. Demonstrates both empathy and assertiveness when communicating a need or defending a position. Communicates well downward, upward, and outward. Employs appropriate methods of persuasion when soliciting agreement. Maintains focus on the topic at hand.
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.
Level Working Knowledge: Identifies and documents specific problems and resolution alternatives. Examines a specific problem and understands the perspective of each involved stakeholder. Develops alternative techniques for assessing accuracy and relevance of information. Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution. Uses fact-finding techniques and diagnostic tools to identify problems.
Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
Level Extensive Experience: Advises others on the assessment and provision of all technical solutions. Engages appropriate subject matter resources to effectively resolve technical issues. Mentors others to enhance their technical competence and its application to achieve more effective technical solutions. Coaches others in promoting, defining, analyzing, and providing superior technical solutions to business problems. Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues. Assumes accountability for personal technical performance and holds others responsible for theirs.

Nice To Haves

4 – year College Degree or 4-6 years of equivalent experience desired.
Prior experience working with rotating electronic or power electronic components.

Responsibilities

Answer dealer inquires using the Global Dealer Solutions Network (GDSN)
Product defect analysis and investigation.
Support Continuous Product Improvement (CPI) projects as Product Support’s SME.
Develop and implement product support plans for New Product Introduction (NPI) programs.
Writing technical specifications and instructions to ensure product quality and performance.
Developing appropriate procedures and plans to ensure product quality and evaluating results to identify functional deficiencies.
Evaluating production processes to identify defects in manufacturing and design.
Modifying designs to maximize production efficiency and product quality.
Tracking and managing the status of projects from inception to release.