Product Support Field Engineer

Caterpillar Inc.•Griffin, GA

4d•$112,710 - $169,060•Hybrid

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. About Caterpillar: Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed. About EPD: Caterpillar's Electric Power Division (EPD) offers integrated solutions, parts, and services to meet the needs of our various commercial and industrial electric power customers. EPD supports a wide range of customer applications across the globe, including providing back-up power to hospitals, providing emergency power when natural disasters strike, and supporting critical infrastructure for data centers, municipalities, and more. With a rich history of more than 95 years in the electric power business, our team has world-class expertise and a proven ability to adapt to changing demands. We’re committed to providing sustainable and reliable solutions to our customers. Join our team to help build a better, more sustainable world for future generations! EPD has an opening for a Product Support Field Engineer located primarily in Griffin, Georgia but additional locations include Lafayette, Indiana, Mossville, Illinois or Dallas or Seguin, Texas. This role supports Data Center projects utilizing various Large Electric Power products ( D3500, C175, G3500) in Standby and Prime power applications. The role's specifics are as follows: Job Summary: The Electric Power Division has an opening for a Product Support Field Engineer on the Customer Service team. This position will support complex technical product problem resolution with Caterpillar Dealers to ensure customers receive the product performance, reliability, durability and availability expected as part of the Cat brand promise. The incumbent will provide on-site support for the full range of diesel and gas electric power product and systems including generators, controls, cooling systems, enclosures and balance of plant. They will lead issue investigation, root cause analysis and develop and implement corrective actions.

Requirements

Service Excellence: Extensive experience and 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
Problem Solving: Working 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.
Relationship Management: Working knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers
High level soft skills for professional interactions with Key Account customers, dealers, contractors typically encountered at project sites
Technical Excellence: Extensive experience and knowledge of electric power generation systems and applications; ability to develop and provide solutions to significant technical challenges
Experience in installation, repair, troubleshooting, startup and commissioning Cat Engines, control systems, Generators and controls ( EMCP, ECS), Aftertreatment systems for Diesel and Gas engines , including T4 Final and retrofit systems, Balance of Plant systems typically found in Caterpillar Containerized Solutions (Shore power and electrical distribution, Complex Battery charging, Liquid Fuel Tanks and Gaseous Fuel infrastructure, Polishers, transfer systems, High Resistance Grounding, DEF Storage and transfer systems, Complex Cooling solutions including Variable Frequency Drive (VFD) managed designs
Capability to install, troubleshoot, create, reprogram, validate Modbus/Product Link (PLE) based Emergency Power Management Systems (EPMS) for interconnection to customer Building Management Systems (BMS). This includes serial and ethernet (copper and Fiber Optic) communications systems

Responsibilities

Make regular visits to customer sites, at the direction of the Field Engineering Manager to provide technical support, troubleshooting, and complex issue resolution for Electric Power products and systems. This can include performing site testing, troubleshooting and validation of product improvements.
Train and assist Caterpillar dealer personnel and others in troubleshooting complex product issues.
Provide deep technical expertise and on-site support to CPI projects. This will include development and execution of interim and permanent corrective actions as part of a wider team including engineering, manufacturing, quality, suppliers, and commercial teams.
Evaluating product and processes to identify defects in manufacturing and design.
Modifying designs to maximize production efficiency and product quality.
Soliciting and gathering internal and external feedback to identify potential new products and/or improvements to existing products that improve product serviceability.
Writing technical specifications and instructions to ensure product quality and performance.
Tracking and managing the status of projects from inception to release.