Service Information Specialist

Caterpillar•Green Valley, AZ

3d•$89,210 - $133,810•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. Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you’re joining a global team who care not just about the work we do – but also about each other. We are the makers, problem solvers and future work 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 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. As a Service Information Specialist at Caterpillar, you will develop and electronically author service information for delivery via SIS 2.0 to dealers and customers worldwide. This technical authoring role will also be responsible for all procurement-related activities for the Mechanical Lab and the broader Global Service team when needed.

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.
Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
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.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

Nice To Haves

Advanced Technical writing and service information (ACM) experience.
Previous experience developing/validating Disassembly and Assembly service procedures.
Extensive operation, diagnostic, and service repair experience across Caterpillar product lines.
Demonstrated leadership and/or mentoring experience.
Strong organization and time management skills/delivering on commitments.
Extensive PRWB experience and strong print reading skills.
Competent use of 3D models to develop and illustrate field service procedures.
Previous dealer/customer experience.

Responsibilities

Produce Disassembly and assembly information that has a positive impact on safety, efficiency, and profitability of dealer service operations.
Utilize the Caterpillar Authoring (ACM) system to develop and electronically author a variety of service information types used to service Caterpillar equipment.
Document the disassembly and assembly of Caterpillar equipment.
Lead and train employees in all safety and contamination control processes used in the Caterpillar Mechanical Lab
Employ the use of 3D models and engineering information to develop service information.
Conduct complex research of engineering information and product service requirements in a timely and accurate manner.
Collaborate with product groups to ensure accurate service information for each NPI program
Utilizes interfaces for different delivery media; integrates text, graphics, and hyperlinks as needed.
Ensures all service information and/or data is created accurately, participates in process improvement efforts, and follows information standards.
Train and mentor new employees
Develop and participate in service information videos published to Channel One