Product Support Engineer

Responsibilities

• Monitor the product health and quality performance in the field for the LPSD 3500 engine and aftertreatment systems for commercial Diesel applications
• Investigate warranty claims, look for quality trends, and anticipate field issues to drive product improvements
• Launch and support Continuous Product Improvement (CPI) Projects, and issue appropriate publications and field support plans
• Provide accurate financial forecasts for CPI projects requiring field support plans
• Work closely with dealers and Industry reps to investigate and resolve complex customer technical issues
• Utilize Applied Failure Analysis (AFA) by investigating critical failures and adapt internal reports for external use
• Provide support for major problems to resolve warranty claims, develop ICA repair options and advise Caterpillar Industry teams and dealers on maintenance and service options
• Closely monitor and support the field population post production and provide monthly updates to the leadership team
• Conduct dealer and customer visits to provide technical assistance on urgent field problems when necessary
• Provide LPSD DSN Tier 2 analysts guidance on difficult DSN tickets and work with engineering to answer any unresolved questions
• Develop and maintain effective relationships with LPSD Engineering, Quality, and Cat Industry personnel to efficiently resolve customer problems
• Facilitate face to face meetings with key stakeholders to provide customer support updates and field service plans to gain approvals

• Four year engineering or technical degree or 8 year equivalent job related experience
• Extensive Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions
• Working Knowledge of data gathering and analysis tools, techniques, and processes
• Extensive Knowledge of customer service concepts and techniques
• Working Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients
• Extensive Understanding of effective communication concepts, tools and techniques
• Working Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems
• Working Knowledge of relationship management techniques
• Extensive Knowledge of a given technology and various application methods

• engineering degree
• technical degree