Senior Product Service Engineer

Caterpillar Inc.•East Peoria, 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. Our customers have come to expect high quality and productivity from our equipment, and we continually work to ensure those expectations are met or exceeded. We have an excellent opportunity for you to make an impact on these efforts as a Senior Product Service Engineer on the Medium Tractor Products team! In this role you assist a team of Product Service Engineers that enhance the acceptability and salability of current and new products (NPI) through meeting product health targets, reducing warranty, achieving NPI product support deliverables, and providing technical support to Caterpillar dealer technical/service departments, technical field reps, machine and component engineering and service engineers.

Requirements

Technical Excellence: Experience in either machine/component engineering, machine/component test & development, CPI, or as a field technical representative.
Effective Communications: Strong communications and interpersonal skills to deal with sensitive issues or persuade others inside and outside the department to take specific action.
Service Excellence: Demonstrated ability to work directly with dealer service departments and customers, leveraging strong technical aptitude and problem-solving skills to perform effective root cause analysis.

Nice To Haves

Knowledge in the following:
Standard warranty and goodwill policies.
TTT products including applications, configurations, attachments, etc.
Service tooling, repair practices, product user practices, and dealer service capabilities.
Leading diverse teams across the Caterpillar matrix to address product issues.
Grade Control systems.
Product support tools: QRQM, VisionLink, CPI, RWA, HVC, SISweb, SIMSi, and PIS.
machine & component systems: engine, powertrain, hydraulics, structures, cab/hvac, and control systems.

Responsibilities

Coach and mentor a team of Product Services Engineers.
Lead the support to Caterpillar Dealers worldwide by serving as a Tier 2 Dealer Solutions Network (DSN) analyst.
Conduct dealer and customer visits to personally provide technical assistance on urgent and emerging field problems.
Perform quality, reliability, and warranty analyses for the assigned product.
Conduct emerging issues analyses on dealer part return requests and inspections, development of quick field improvements, suggested design, or manufacturing improvements, etc.
Identify, investigate, and obtain resolution commitments for all significant field problems through CPI tomaintain and improve assigned product performance.
Create service publications to announce significant product improvements to the dealers (via Service Magazine), temporary field fix information (via Tech Info Bulletin), and product support programs (via Service Letters) as part of the CPI resolution process.
Provide service publication support through reviewing and editing existing and NPI service publications.
Provide NPI pilot field follow support to evaluate NPI quality & reliability and customer acceptance of the quality, Reliability an d customer acceptance of the new product.