Product Support Engineer

EPITEC
Title: Product Support Engineer 2
Location: Chillicothe, IL
Work Arrangement: Fully Onsite-W2
Schedule: Flexible first shift – 8 hours/day
Duration: 12‑month contract option to go internal
Pay:$45 Job Summary

The Product Support Engineer 2 serves as a Service Technology Subject Matter Expert for Caterpillar’s Electronic Service Tools and digital product applications. This role provides Tier 3 product support to our client's dealers, customers, and internal teams by managing cases from intake through resolution. The engineer performs technical triage, troubleshooting, investigation, documentation, and escalation while ensuring an appreciated, secure, and effortless customer experience.

This role also supports continuous improvement initiatives, knowledge management, training development, and occasional dealer or customer visits to resolve urgent field issues.

• Serve as a Product Expert and Service Technology Subject Matter Expert for Electronic Service Tools
• Act as primary Tier 1 escalation point for supported lines of business
• Manage and resolve customer, dealer, and internal Caterpillar cases
• Perform triage, troubleshooting, and issue investigation
• Support Concentrix agents as needed
• Conduct basic testing, analysis, and statistical review of application failures
• Document issues, resolutions, and follow‑ups with dealers, customers, and internal teams
• Manage escalation paths and service level agreement (SLA) commitments
• Create, update, and maintain self‑service and Tier 1 knowledge articles
• Support Digital Product and CSR training initiatives
• Analyze opportunities to improve customer experience, reduce churn, and prevent lost sales
• Support business rules development and process mapping
• Provide input to digital product and application support teams
• Conduct occasional dealer and customer site visits for urgent technical issues
• Participate in continuous improvement, automation efforts, and reduction of technical debt

• 3–5 years of relevant experience required
• Internships do not count toward experience

• Bachelor’s degree desired, not required
• Open to all degree types
• Master’s degree considered overqualified

• Working knowledge of Information Technology Service Management (ITSM) processes
• Technical troubleshooting of hardware, software, applications, and operational issues
• Effective communication with internal teams, Caterpillar dealers, and service tool users

• Linux and Windows PC maintenance
• Cable maintenance
• VMWare support and image management

• ECM/CA/UFO inventory management
• ECM rack maintenance
• ECM FPS registration
• Washing and troubleshooting ECMs
• Dev tokens for Network Managers
• Pyflash Network Managers
• Relay boards and software

• Effective communication skills (written and verbal)
• Ability to accurately interpret and convey technical information
• Strong teamwork and collaboration skills

• Analytical thinking
• Root cause analysis and solution development

• Fully onsite office environment
• “Soft” lab test benches
• Rare line‑down or factory‑down support calls

• Works closely with application engineers, developers, and QA testers
• Collaborates with senior team members on complex issues
• Participates in team and office improvement projects led by section project leads

• Frequent interaction with Caterpillar dealers and internal teams
• Occasional dealer and customer site visits