Senior Product Service Engineer (Dealer Service Tools)

Caterpillar Inc.•Peoria, IL

2d•$128,470 - $192,710•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. At Caterpillar Dealer Service Tools, we Design and Develop tooling solutions that make our dealers the best option when it comes to servicing Caterpillar products. Our engineering team develops a variety of tools, including diagnostic tools, specialty tools for assembly & disassembly, test & adjust tools, hand tools, and shop supplies. As the Senior Product Service Engineer (Dealer Service Tools) for the team, you will support our dealers while providing feedback to the design teams on product serviceability, functionality, and quality.

Requirements

Associate’s Degree (Preferably Bachelors in Engineering)
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.
Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.
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.
Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
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.
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.
Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

Nice To Haves

Factory/shop/field tooling experience.
Engineering/Manufacturing experience in Structures, Engines, Drivetrain, Hydraulics, & Electrical.
Dealer technical support on products and services (including tool knowledge).
Strong mechanical aptitude and analytical ability.
Strong written and oral communication skills to communicate technical information effectively with a wide range of personnel, including internal team members, dealers, customers, and suppliers.
Good working knowledge of warranty and service systems.
Experience with direct communication with Caterpillar Dealers.
Experience with Tooling and Service processes across a wide range of components and applications.
Experience with CPI process and related systems.
Experience with product validation & serviceability planning.
Experience in Caterpillar’s Applied Failure Analysis (AFA) process and reporting.
Experience using Cat data systems: DSN, TMI, SIMS, SIS, HVC, SCAS.

Responsibilities

Developing appropriate procedures and plans to ensure product quality and evaluating results to identify functional deficiencies. Correcting design flaws as needed.
Evaluating production 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.