Product Services Consultant

Caterpillar•Peoria, IL

6d•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. Caterpillar’s Earthmoving division is hiring a Product Service Consultant in Peoria, IL! Role Summary As a Product Service Consultant for Medium Tractor Products, you will work with our dealer network to answer technical questions and monitor the overall performance of assigned products. You will connect our internal engineering teams to real-time questions from the field to keep our machines running and meet our customers’ needs.

Requirements

Customer Focus: Responding with urgency to field problems or for follow-ups
Effective Communications: Ability to clearly explain solutions to dealer technicians
Problem Solving: Adapting materials to audience; using mechanical aptitude to diagnose machine issues
Relationship Management: Ability to work cross functionally internally and externally, maintaining strong relationships
Technical Excellence: Strong mechanical background and communication skills to interact with technical community.
Analytical Thinking: Understanding of and intermediate use of AI toolsets to dramatically increase efficiency, automate repetitive tasks, and generate high-quality content or insights from vast data in seconds

Nice To Haves

Hands-on experience in service, service engineering or product support related positions
Strong mechanical aptitude with background in field repairs
Engineering background
Caterpillar product knowledge (track type tractors specifically is highly desired)
Understanding or experience with dealers, OEMs or B2B services relationship management
Ability to organize work and coordinate repair processes
Project Management skills, both leading and as team member
Bachelor’s degree

Responsibilities

Monitor the overall performance of products to reduce warranty costs and to meet needs of customers worldwide
Identify problems, investigate causes and establish priorities for resolution
Identify tests that need to be completed, data to be obtained and analyzed for course of action. Monitors result after change. Fixes must address both production and field requirements, which may be different paths
Initiate preparation and distribution of technical publications to identify problems, communicate resolutions and announce product improvements
Provide technical product support to dealer personnel, subsidiary service groups, marketing units, design engineers, technical information division, test and evaluation, etc.
Support marketing units with technical guidance for managing customer problems with product deficiencies
Respond to dealer/customer and other Caterpillar employees’ questions regarding product performance
Conducts dealer and customer visits to personally provide technical assistance on urgent field problems and for follow-up purposes