Grade Product Service Engineer

## Grade Product Service Engineer Apply locations:
Mossville, Illinois time type:
Full time posted on:
Posted Todayjob requisition :
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** Career Area:
** Product Support
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* Job Description:

**** 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.

The Product Support team plays a critical role in customer success by helping maximize equipment performance. They provide expert technical support, collaborate on-site and with dealers, and deliver solutions that enhance service quality. Their work includes fleet management, diagnostics, maintenance support, and 24/7 technical assistance to ensure optimal machine performance.

The Grade Product Service Engineer is responsible for overall quality of the Grade product and facilitates the quality of the product by contributions in design, manufacture, distribution, service, product improvement, and other support processes.
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* What You Will Do:

*** Frequent support of dealer service department (technicians & Technical Communicators) in resolving product problems via ticketing system (PS-CRM/DSN), phone, and email with own knowledge/experience and combined strengths of internal process partners across engineering and product support organizations.
* Regular maintenance and development of Service Information with internal publication teams to insure proper service information is available to dealer organizations.
* Regular review of hardware and software quality reports to identify improvement opportunities and analyze responsible internal organization to work. As needed, initiates Continuous Product Improvements activities with internal engineering organizations and other process partners; continue to support projects through subsequent phases requiring investigation, validation, and corrective action communications.
* Supports internal process partners in validation of New Product Introductions extending to field support with dealer organizations and developing relevant service information with publication teams.
* Supports internal process partners on serviceability, product performance, product troubleshooting, utilization, application differences, and other inquiries
* Developing appropriate procedures and plans to ensure product quality and evaluating results to identify functional deficiencies. Correcting design flaws as needed.
* Evaluating production processes to identify defects in manufacturing and design. Modifying designs to maximize production efficiency and product quality.
* Soliciting and gathering internal and external feedback to identify potential new products and/or improvements to existing products that improve product serviceability.
* Writing technical specifications and instructions to ensure product quality and performance. Tracking and managing the status of projects from inception to release.
* Customer and Dealer site visits as necessary to maintain relationships and resolve product problems, validate improvements, and assist with new product utilization.
** What you will have:**
* ** 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.
* ** 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…