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. As a Product Service Engineer in Caterpillar's Earthmoving Division, you oversee the health and performance of Medium Wheel Loader products, address product issues through investigation and resolution, and provide technical support to dealers, customers, and internal teams.
Responsibilities
- Accountable for monitoring the overall product health (including reliability and durability) of current and future Medium Wheel Loader product.
- Product problem investigation / resolution including failure analysis, development of field fixes, and suggested design improvements.
- Provide technical product support to dealer personnel, marketing units, and design teams on Medium Wheel Loader product.
- Identify and author appropriate field action for product improvement, including SMAG, TIB, and support programs (PSP / PIP).
- Respond to dealer / customer questions regarding MWL product performance.
- Conduct dealer / customer visits to personally provide technical assistance on urgent field problems.
- Provide technical product support to DSN Tier II analysts.
- Provide input to NPI teams for the setting of serviceability, reliability, and durability goals, pilot test programs, and ready to ship assessments.
- Manage / complete product support NPI deliverables for assigned products - including parts stocking, service manuals, training materials, and ramp-up support.
- Manage field follow machines associated with MWL NPI programs, including machine support, inspection, issue identification, PPRD documentation, and issue resolution sign-off.
Requirements
- 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.
- Technical Excellence: Must have strong mechanical aptitude, thorough knowledge of Caterpillar machine systems.
- 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.
- 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.
Nice-to-haves
- MWL machine technical knowledge
- Field service / rep experience or product development experience
- Engineering Degree
- NPI experience
- Knowledge of Product Support Systems (RWA, SIMS, SISWeb, Warranty, etc)
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
