Product Service Engineer

Product Service Engineer 3

Duration: 12 months contract with possible extension

Location:

Mossville, IL OR Clayton, NC – Onsite role

C2C Rate: $70/Hr. On C2C

Client:
Caterpillar

Visa:
No visa restrictions

Relocation:
Fine with relocation candidates

Position's contributions to work group:

In this role, you will provide support services which include investigating, troubleshooting, and diagnosing application and technical problems, followed up with restoration of service through corrective actions and permanent resolutions. This includes software and on-board hardware, for a worldwide group of Construction Industry customers and dealers.

Candidate value proposition:

Why Caterpillar?

For this role within your business group – what stands out about this opportunity (ex – exposure, skill development, etc)? Why Caterpillar? "Whether it be ground-breaking products, best in class solutions or a lifelong career, you can build what matters to you h 150 locations in countries around the world, what you create at Caterpillar travels and helps people around the world.

You can collaborate with the best minds in the industry, complete meaningful work and continuously grow and develop through our various opportunities. Here, you can do the work that matters."

Why this role?

This role will provide opportunities for problem solving, technical communication and building relationships. Learning opportunities will include Lean 6 Sigma processes, new product development structure and processes within a complex team, KPI development for customer feedback, utilizing technology applications for solving customer problems.

Typical task breakdown:

- New Product Introduction (NPI) projects.

- Complete NPI product support deliverables including field development and field follow projects as required.

- Complete NPI Product Support deliverables as assigned by Product Service Engineers.

- Coordinate and complete Field Follow objectives as part of NPI programs.

- Customer and Dealer Issue resolution
- Implementation and utilization of standard support processes to respond, restore, and resolve issues.

- Provide hands-on product expertise to complete problem analysis and provide ICA.

- Incident Cases assigned are worked in an order to meet posted Support Level Agreement metrics.

- Escalate top priority issues to team lead.

- Process CPI / CER tickets to responsible parties.

- Communicate with dealers regarding status, problem troubleshooting, etc.

- Report issues within the CPI (product defect) process to assure proper resolution to ongoing issues.

- Create and maintain a support environment that facilitates issue diagnostics and customer connectivity.

- Create and report product improvement ideas including functional enhancements and supportability improvements.

- Product Service Engineers are responsible for resolving a high percentage of application issues, and prompt escalation to advanced engineering specialists when a quick resolution cannot be obtained.

- Advocate on behalf of the dealer and customer to resolve technical product issues with product development engineering.

- Act as the liaison between the Caterpillar implementation teams, product development teams, and other support team members ensuring appropriate corrective actions are performed and that industry standard change management and support processes are followed.

- Key relationships:
Product Support Manager and Team Leader: frequent discussions regarding priorities, directions, and assistance.

- Product Support Team: frequent interaction and discussions with support analysts located in the United States, Australia, India, and Brazil.

- Assure knowledge transfers between team members.

- Engineering: frequent discussions regarding customer problems. Liaison to ensure problem diagnosis, information on patches/fixes and functionality issues are resolved.

- Customers and Dealers: communicate on a regular basis status and resolution of issues.

- Additional information:
Availability and desire to travel domestically and/or internationally on assignment at dealer locations and sites – Up to 50%

Interaction with team:

- Working with an internal global team both independently and with a team.

Team…