Product Support Specialist
About The Position
About the Electric Power Division 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 100 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! Job Summary: As a Product Support Specialist, you will provide technical assistance for both standard and non-standard systems, warranty efforts, and remedial repairs. Will be under the general supervision of the Customer Manager Services.
Requirements
- High school diploma or GED required.
- Demonstrated experience and strong working knowledge of Photovoltaic (PV) solar systems, Battery Energy Storage Systems (BESS), and/or inverter technologies.
- Minimum of 1-3 years of experience in customer service, technical troubleshooting, mechanical assembly, or a related field.
- Basic to intermediate proficiency with Microsoft Office applications.
- Strong teamwork and collaboration skills.
Nice To Haves
- Ability to read, interpret, assemble, and wire from diagrams, schematics, and technical drawings with a high degree of accuracy.
- Experience handling a high volume of inbound customer calls while maintaining professionalism, patience, and a positive customer experience.
- Experience with electrical power generation, distribution, renewable energy, or energy storage systems.
- Strong analytical and problem-solving skills.
Responsibilities
- Provide technical support and troubleshooting assistance in a call center environment, responding to urgent customer issues via phone, email, and CRM systems.
- Troubleshoot and support Photovoltaic (PV) solar systems, Battery Energy Storage Systems (BESS), and inverter technologies.
- Complete service tickets, timesheets, expense reports, and project-related documentation in a timely manner.
- Maintain current knowledge of new and updated products, systems, and equipment through ongoing training.
- Assist with parts ordering and warranty analysis activities.
- Support the development of training materials and provide training on software and hardware systems.
- Maintain a working knowledge of Automatic Transfer Switches (ATS), switchgear, and related power systems.
- Monitor and manage Helpdesk tickets, CAT-ISO (RFQs and Orders), DSN activities, and the SWGR DPSC mailbox.
- Identify and escalate complex technical issues to management when necessary.
- Perform other duties as assigned.
Benefits
- medical, dental, vision, RX, and 401K
- paid vacation days
- paid holidays
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
