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. The Large Power Systems Division has an opening for a Gas Engine Product Service Engineer located in Lafayette, IN. In the role as a Service engineer you will provide product support for LPSD engines in gas applications globally. The Service Engineer monitors the product health of gas engines, launches projects and initiatives to drive product improvements, and resolves complex technical and commercial product problems for Caterpillar dealers to ensure customers receive the product performance, reliability, durability, and serviceability expected as part of the Cat Brand Promise. The service engineer plays a key role in the continuous product improvement (CPI) process from start to finish, and is responsible for driving the appropriate publications and support plans for the field.

Responsibilities

• Monitor the product health and quality performance in the field for LPSD gas engines
• Investigate warranty claims, look for quality trends, and anticipate field issues to drive product improvements
• Launch and support Continuous Product Improvement (CPI) Projects, and issue appropriate publications and field support plans
• Provide accurate financial forecasts for CPI projects requiring field support plans
• Work closely with dealers and industry reps to investigate and resolve complex customer technical issues
• Utilize Applied Failure Analysis (AFA) to investigate critical failures and adapt internal reports for external use
• Provide support for major problems to resolve warranty claims, develop ICA repair options and advise industry teams and dealers on maintenance and service options
• Closely monitor and support the field population post production and provide monthly updates to the leadership team
• Conduct dealer and customer visits to provide technical assistance on urgent field problems when necessary
• Provide DSN Tier 2 analysts guidance on difficult DSN tickets and work with engineering to answer any unresolved questions
• Develop and maintain effective relationships with LPSD Engineering, Quality, and industry teams to efficiently resolve customer problems

Requirements

• Four year engineering or technical degree or equivalent job related experience
• Extensive Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions
• Extensive Knowledge of customer service concepts and techniques
• Working Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients
• Extensive Understanding of effective communication concepts, tools and techniques
• Working Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems

Nice-to-haves

• Experience with gas engines and engine systems
• Experience with electric power and oil & gas applications
• Working knowledge of Caterpillar dealers, warranty and service systems
• Experience with the Continuous Product Improvement (CPI) process

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