Product Support Engineer

Product Support Engineer Skip to main content

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By clicking 'I Accept', you are agreeing to our use of functional, performance and targeting cookies.#Product Support Engineer page is loaded## Product Support Engineer Apply locations:
Lafayette, Indiana:
Mossville, Illinois time type:
Full time posted on:
Posted Todayjob requisition :
R
** Career Area:
** Product Support
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* Job Description:

**** 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.

The Large Power Systems Division has an opening for a Product Service Engineer located in Lafayette, IN.  In the role as a Service engineer you will provide product support for LPSD engines in Commercial Diesel Engine applications globally. The Service Engineer monitors the product health of commercial engines, launches projects and initiatives to drive product improvements. Also, you will resolve complex technical and commercial product problems for Caterpillar dealers to ensure customers receive the product performance, reliability, durability, and serviceability expected as part of the Cat Brand Promise.

The service engineer plays a key role in the continuous product improvement (CPI) process from start to finish and is responsible for driving the appropriate publications and support plans for the field.
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* What you will do:

*** 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.
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* Education:

*** Four year engineering or technical degree or 8 year equivalent job related experience
** Skill Descriptors:
**** Customer Focus:
** Extensive 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.
** Data Gathering & Analysis:
** Working Knowledge of data gathering and analysis tools,…