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 Mining Truck (LMT) Productivity Class (PC) Product Support team as a Senior Product Service Engineer. In this exciting role, you will be responsible for service engineering leadership of the 793F and 793 08A models. These models have a significant and growing installed base around the world and are incredibly important to the overall health of the LMT PC portfolio. This role is critical in our defect-free journey and essential to driving customer loyalty by ensuring the highest customer uptime with the lowest total cost of ownership. To accomplish this, you'll work closely with cross-functional internal teams and our dealers and customers across the world to provide leadership to troubleshoot and resolve issues, to design the right products, and to provide the right services, tools, and processes to maximize product quality and performance.
Responsibilities
- Advocate on behalf of the dealer and customer and drive effective solutions to technical challenges.
- Ensure seamless collaboration and alignment with internal and external teams.
- Maintain strong internal and external relationships via delivery of commitments, open communication, and ongoing feedback.
- Develop effective procedures, processes, or plans to ensure product quality and evaluate the results to identify functional deficiencies.
- Resolve customer complaints or complex problems by troubleshooting root causes and organizing appropriate subject matter experts, then leading problem resolution and field validation efforts with appropriate sense of urgency.
- Capture and share lessons learned and Best Practices from a problem-solving effort.
- Solicit and gather internal and external feedback to identify potential new products and/or improvements to existing products that improve product serviceability, reliability, and durability.
- Write technical specifications and instructions to ensure effective product service that results in a high level of product reliability and performance.
- Track and manage the status of projects from inception to release.
Requirements
- Engineering knowledge or technical experience with heavy equipment.
- Ability to develop and provide solutions to significant technical challenges.
- Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions.
- Knowledge of data gathering and analysis tools, techniques, and processes.
- Knowledge of customer service concepts and techniques.
- Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to customers.
- Understanding of effective communication concepts, tools and techniques.
- Knowledge of approaches, tools, techniques, and service and product information for recognizing, anticipating, and resolving problems.
- Knowledge of relationship management techniques.
Nice-to-haves
- Bachelor's degree in engineering or equivalent experience.
- Large Mining Trucks and/or mining equipment experience.
- Product support experience.
- Knowledge or experience in systems used by Cat product support.
Benefits
- Medical, dental, and vision benefits
- Paid time off plan (Vacation, Holidays, Volunteer, etc.)
- 401(k) savings plans
- Health Savings Account (HSA)
- Flexible Spending Accounts (FSAs)
- Health Lifestyle Programs
- Employee Assistance Program
- Voluntary Benefits and Employee Discounts
- Career Development
- Incentive bonus
- Disability benefits
- Life Insurance
- Parental leave
- Adoption benefits
- Tuition Reimbursement
