Product Service Engineer

Overview

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.

Product Support

Caterpillar’s Electrification & Energy Solutions Division has an open opportunity as a Product Service Engineer. The Product Service Engineer will be responsible for product support execution for new product development, market introduction, product health and product improvement. This role will support the ePowertrain product line that E+ES offers to ensure customer satisfaction and product quality objectives are being delivered.

• Answer dealer inquiries using the Global Dealer Solutions Network (GDSN).
• Product defect analysis and investigation.
• Support Continuous Product Improvement (CPI) projects as Product Support’s SME.
• Developed and implement product support plans for New Product Introduction (NPI) programs.
• Writing technical specifications and instructions to ensure product quality and performance.
• Developing appropriate procedures and plans to ensure product quality and evaluating results to identify functional deficiencies.
• Evaluating production processes to identify defects in manufacturing and design. Modifying designs to maximize production efficiency and product quality.
• Tracking and managing the status of projects from inception to release.

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.

• Level Working Knowledge: Communicates the importance of customer needs/expectations and commits to resolving them.
• Researches and verifies customer needs and expectations.
• Solicits customer satisfaction feedback and acts on improvement opportunities.
• Helps link organizational objectives to customer needs and expectations.
• Meets regularly with customers to understand their wants, needs and expectations.

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.

• Level Working Knowledge: Provides a quality of service that customers describe as excellent.
• Resolves common customer problems.
• Responds to unexpected customer requests with a sense of urgency and positive action.
• Provides direct service to internal or external customers.
• Documents customer complaints in a timely manner.

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.

• Level Working Knowledge: Delivers helpful feedback that focuses on behaviors without offending the recipient.
• Listens to feedback without defensiveness and uses it for own communication effectiveness.
• Makes oral presentations and writes reports needed for own work.
• Avoids technical jargon when inappropriate.
• Looks for and considers non-verbal cues from individuals and groups.

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.

• Level Working Knowledge: Identifies and documents specific problems and resolution alternatives.
• Examines a specific problem and understands the perspective of each involved stakeholder.
• Develops alternative techniques for assessing accuracy and relevance of information.
• Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.
• Uses fact-finding techniques and diagnostic tools to…