Field Product Support Engineer: Drive Quality & Solutions

• 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

Requirements

• 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

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Hard Skills

• Applied Failure Analysis
• Continuous Product Improvement
• financial forecasting
• data gathering
• data analysis
• technical guidance
• customer service
• problem resolution
• relationship management
• engineering principles

Soft Skills

• effective communication
• customer satisfaction
• stakeholder engagement
• technical assistance
• problem-solving
• collaboration
• relationship building
• adaptability
• analytical thinking
• leadership

Certifications & Qualifications

• engineering degree
• technical degree