Senior Product Support Engineer

Caterpillar•Griffin, GA

42d•Onsite

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 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! Job Summary: The Electric Power Division has an opening for a Senior Product Support Engineer on the Large Electric Power Service Engineering team. This position will support complex technical product problem resolution with Caterpillar Dealers to ensure customers receive the product performance, reliability, durability and availability they expect. The incumbent will lead Continuous Product Improvement (CPI) projects, provide remote and on-site support for the full range of diesel and gas electric power products and systems including generators, controls, cooling systems, enclosures and balance of plants. They will lead issue investigation, root cause analysis and develop and implement interim and permanent corrective actions.

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.
Data Gathering & Analysis: 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.
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.
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 infirmed judgement.
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.
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.

Nice To Haves

Degree in an accredited Engineering curriculum or progressive experience within the power generation industry.
Experience with power generation technology with an emphasis on generator sets and power system applications.

Responsibilities

Provide leadership and technical direction to resolve complex technical issues impacting the product and its integration into the customer system.
Lead Continuous Product Improvement (CPI) projects to investigate and resolve product and process issues affecting Caterpillar Electric Power product.
Comple root cause analysis and develop interim and permanent corrective actions to resolve complex product health issues.
Develop appropriate procedures and plans to ensure product quality and evaluate results to identify functional deficiencies.
Correct 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.