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. Join the Large Wheel Loader, Wheel Dozer, and Compactor Product Support Team as a Senior Product Service Engineer. In this role, you'll be responsible to deliver world class product support to dealers and customers across the world for the 988 and 988 XE Large Wheel Loaders. You'll work closely with internal partners, customers, and dealers to ensure successful fleet performance.
Responsibilities
- Collect field feedback and quality metrics to drive and support continuous improvement projects.
- Support CPI process on active projects with publications, campaigns, field test iron and in the emerging issues Find It process with parts returns, field problem investigation, data analysis, field test iron.
- Provide technical and troubleshooting support to Dealers, Customers, DSN, CPI and facility quality teams.
- Resolve customer complaints or complex problems by troubleshooting root causes and organizing appropriate subject matter experts.
- Lead problem resolution and field validation efforts with appropriate sense of urgency.
- Support NPI programs and deliver all NPI Product Support Deliverables.
- Manage NPI Field Follow and Close Follow Programs.
- Interface with dealers for technical and commercial support to develop, maintain and/or improve business relationships with customers and key accounts.
- Travel to dealer and customer job sites (at times with short notice) to lead field investigations.
Requirements
- Bachelor's degree or equivalent knowledge through professional expertise.
- Strong product support background (CPI, NPI, systems used by Cat Product Support).
- Large Wheel Loader/Wheel Dozer/Compactors product knowledge or other machine/component level knowledge.
- Excellent interpersonal skills to deal with complex issues.
- Ability to build relationships with internal and external partners.
- Analytical skills having ability to interpret information and turn into action.
- Understanding of mining, quarry and landfill industries and applications.
Nice-to-haves
- Knowledge in New Product Introduction (NPI) processes including service literature and field follow.
- Knowledge in Continuous Product Improvement (CPI) processes including field problem investigation, service publications, and warranty analysis.
- Good understanding and working knowledge of machine systems.
- Effective communication skills to create and communicate technical presentations.
- Problem-solving skills to identify and document specific problems and resolution alternatives.
Benefits
- Competitive Base Salary
- Annual incentive bonus plan
- Medical, dental, and vision coverage
- Paid time off plan (Vacation, Holiday, Volunteer, Etc.)
- 401k savings plan
- Health savings account (HSA)
- Flexible spending accounts (FSAs)
- Short and long-term disability coverage
- Life Insurance
- Paid parental leave
- Healthy Lifestyle Programs
- Employee Assistance Programs
- Voluntary Benefits (Ex. Accident, Identity Theft Protection)
- Career Development
- Tuition Reimbursement
