Product Service Engineer, Technology

Caterpillar Inc.•Clayton, NC

3d•$112,710 - $169,060•Onsite

About The Position

Caterpillar’s Cat Technology group is seeking a Product Service Engineer to support product development programs for its technology portfolio in the construction industries segment. The role helps improve the acceptability and salability of current and new products by meeting product health targets, reducing warranty, completing new product introduction (NPI) support deliverables, and providing technical support to Caterpillar dealers and technical and service departments, technical field representatives, machine and component engineering, and service engineers. The position offers opportunities for leadership, global team collaboration, and work across Caterpillar machine product groups and service parts management teams. The position is based onsite five days per week in Irving, Texas, or Clayton, North Carolina, and requires up to 30–50% travel. Relocation assistance and visa sponsorship are not available.

Requirements

Knowledge of customer focus and the ability to use customer needs and satisfaction as primary considerations in business decisions and customized solutions.
Knowledge of service excellence concepts and techniques, with the ability to meet or exceed customer expectations.
Knowledge of data-gathering and analysis tools, techniques, and processes, and the ability to synthesize information from varied sources objectively.
Understanding of effective communication concepts and the ability to clearly transmit, receive, and interpret information and needs.
Knowledge of problem-solving approaches and tools, with the ability to address organizational, operational, and process problems in varied situations.
Knowledge of relationship-management techniques and the ability to maintain healthy working relationships with clients, vendors, and peers.
Knowledge of relevant technology and its applications, with the ability to develop solutions to significant technical challenges.
Ability and willingness to work onsite five days per week in Irving, TX, or Clayton, NC.
Willingness to travel up to 30–50%.

Nice To Haves

Bachelor’s degree in engineering or a related field, or experience in engineering or a 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.
Six Sigma Green Belt experience is preferred.

Responsibilities

Develop procedures and plans to ensure product quality, evaluate results to identify deficiencies, and collaborate with product teams to correct design flaws.
Support triage of issues and direct them to appropriate teams; help maximize customer uptime by providing timely field improvements.
Coordinate, review, and edit service literature to support dealer and customer success in commissioning, maintaining, and servicing the end-to-end product.
Gather internal and external feedback to identify potential new products and improvements to existing products that enhance serviceability.
Assist with new customer onboarding and deployment.
Support customer data-gathering initiatives to provide technical teams with robust requirements information.
Work with corporate partners to enable scalable training offerings for dealers and customers.