Service Information Specialist

Caterpillar•Peoria, IL

12d•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 utilize Caterpillar machines and tools to develop and author service information published to Caterpillar’s Service Information System (SIS2.0). This service information is relied on by dealers and customers worldwide.

Requirements

Education Requirement: Associates Degree or higher OR at least 5 years of experience servicing/repairing heavy equipment will be accepted in lieu of a degree
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

Specific experience repairing/servicing Caterpillar machines or products
Team lead and/or mentoring experience
Bachelor’s degree or higher
Caterpillar authoring (ACM) experience
Teamcenter Visualization / Creo / Pro-Engineer experience

Responsibilities

Perform and document the disassembly and assembly of Caterpillar equipment
Comply with all safety and contamination control processes used in the Caterpillar Mechanical Lab
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
Conduct complex research of engineering information and product service requirements in a timely and accurate manner
Contact Product Design/Support Engineers and use of a variety of corporate systems and resources
Collaborate with product groups to ensure accurate service information for each NPI program
Photograph equipment and or create graphics using 3D models for service information
Creates, validates, and revises technical service information and/or data in support of new product introduction, continuous process improvement, and revision timelines. Manages and acts on dealer feedback.
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