Product Service Specialist

Caterpillar•Peoria, IL

5d•Onsite

About The Position

Our Product Support and Logistics Division (PSLD) is one of the most innovative divisions within Caterpillar. In PSLD, as within all of Caterpillar, our priority is our customers and helping them build a better world. We touch nearly every element of the services value stream. PSLD is responsible for Aftermarket Parts Distribution of Cat Parts, Integrated Logistics and Global Services supporting Caterpillar dealers and customers. Our teams work together in critical areas that leverage digital capabilities, technology and operational excellence. The Dealer Solutions Network (DSN) service team, within Global Service, is the first point of contact at Caterpillar when our dealers are faced with product issues. We are responsible for providing timely product support directly to our dealers to put products back into service. When you join the Dealer Solutions Network service team, you will be joining a team dedicated to providing world class product support for our dealers and customers. As a Product Service Specialist, you will work directly with dealers and Caterpillar product groups to provide quality interim and permanent resolutions to complex product health issues on all Caterpillar products. The Product Service Specialist is part of a team that handles approximately 70,000 dealer service requests per year. This team and individual are measured on resolution, response time (urgency) and customer/dealer satisfaction (quality) for Service Requests (SR) from the Dealer Solution Network (DSN).

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.
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.
Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
Basic mechanical, electrical and/or hydraulic aptitude
Basic ability to read and understand technical prints and engineering specifications

Nice To Haves

Engineering degree, related technical degree or equivalent job experience
Prior product support related experience
Strong knowledge of Caterpillar product line offerings
Strong knowledge of Caterpillar product support systems and CRM tools (SIS, TMI, HVC, SIMSi, PSCRM, etc)
Strong interpersonal skills with the ability to influence and motivate others
Strong understanding of dealer product support network
Good understanding of applied failure analysis
Proficient in reading and understanding technical prints and engineering specifications
Language skills: English, Secondary Spanish / Portuguese highly regarded

Responsibilities

Collaborate with product group support teams and escalate as needed to ensure quality resolutions are provided in a timely manner
Facilitate problem resolution between Dealer and internal Caterpillar personnel
The initial “triage” on product health events (includes the receiving and recording of Incident Reports to Caterpillar)
Record event information for future reference and for CPI data mining
Ensure that relevant details of the SR are properly documented, (i.e. S/N, dealer details, product problem description, escalation, resolution)
Investigate documented information and manage dealer inquiry to closure
Reopen and/or review issues with dealers as appropriate
Adhere to DSN Best Practices (Guidelines)
Occasional off-hour support may be required for holidays and weekends