Product Support Engineer

Caterpillar Inc.•Mossville, IL

2d•$128,470 - $192,710•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. About E&ES: Caterpillar’s Electrification & Energy Solutions (E&ES) Division will focus on delivering advanced electrified power train, zero-emissions products/technologies, and the solutions and services associated with these technologies. Focus areas include batteries, fuel cells, motors, inverters, micro grid controllers, charging, energy storage systems, lifecycle solutions/services and integration of components for ePowertrain solutions across industries. We are looking for top talent to build and scale the next generation of technologies, products and services to help our customers build a better—more sustainable—world. We need self-motivated, intelligent and team-oriented individuals to make our plans a reality. Individuals with high emotional intelligence, humility and openness to discovery will thrive in the teams we are building. Join us! Job Summary: As the Product Support Engineer, you will be responsible for product support execution for new product development, market introduction, product health and product improvement. This role will take direct ownership for a major product line within the E+ES offerings to ensure customer satisfaction and product quality objectives are being delivered. Reporting to the Product Support Manager in the Service and Commercial Development team, you will take the lead within the product support team to identify system or process improvement opportunities and initiate action to deliver solutions. The role will involve communicating improvement opportunities within E+ES to ensure alignment and integration within the division. You will be responsible for on-going management of the product quality systems and processes to meet defined quality targets.

Requirements

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions. Level Expert: Ability to translate electrification customer requirements into business needs. Persuasively articulates the link between customer focus and enhanced business success to stakeholders. Champions, models and directs an organization's commitment to externally focused decision-making tied to customer business needs and satisfaction. Provides customer focused vision, strategy and leadership that exceeds customer expectations. Consults with the business partners regarding critical success factors and details to being a customer focused organization.
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. Level Extensive Experience: Demonstrable experience displaying mechanical aptitude and the ability to relay information to technical professionals. Possess business understanding with the ability to translate actions and to implement across the business. Oversees data gathering and analysis activities within the organization. Ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner. Resolves complex customer complaints or problems. Recovers from a service failure in a way that enhances customer's esteem of the organization.
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. Level Extensive Experience: Ability to communicate with stakeholders across all levels of the business. Reviews others' writing or presentations and provides feedback and coaching. Adapts documents and presentations for the intended audience. Demonstrates both empathy and assertiveness when communicating a need or defending a position. Employs appropriate methods of persuasion when soliciting agreement.
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. Level Expert: Demonstrable experience working on complex projects with multiple stakeholders and business units. Gains agreement on the problem-solving process, risk assessment, decision points, and criteria. Orchestrates the resolution of high-impact and cross-functional problems Predicts and explains long-term trends and implications for alternatives. Monitors industry for best practices and new techniques in problem-solving.
Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment. Level Extensive Experience: Evaluates past decisions for insights to improve decision-making process. Assesses and validates decision options and points and predicts their potential impact.

Nice To Haves

4 – year College Degree or 5-7 years of equivalent experience desired.
Prior working experience working with battery hybrid systems and/or Battery energy storage systems.

Responsibilities

Lead New Product Introduction readiness plans and strategies for new electrification and advanced power offerings.
Provide SME support for E+ES products to our internal partners and dealerships.
Work across functional teams to identify, launch, support and communicate Continuous Product Improvement projects to improve product performance.
Develop appropriate procedures and plans to ensure product quality and evaluate results to identify functional deficiencies.
Correcting design flaws as needed.
Evaluate production processes to identify defects in manufacturing and design.
Modify designs to maximize production efficiency and product quality.
Solicit and gather internal and external feedback to identify potential new products and/or improvements to existing products that improve product serviceability.
Write technical specifications and instructions to ensure product quality and performance.
Track and manage the status of projects from inception to release.
Facilitate root cause investigations and corrective actions to minimize impact on our customers.
Conduct dealer and customer visits to provide support for new product introduction or assist with technical issues.