Senior Product Service Engineer; Dealer Service Tools

Career Area:
Product Support Senior Product Service Engineer (Dealer Service Tools)

As the Senior Product Service Engineer for the Dealer Service Tools team, you will support our dealers while providing feedback to the design teams on product serviceability, functionality, and quality.

• Location: Peoria, IL (United States)
• Required Travel: Up to 25% (Domestic & International)
• Relocation Assistance Offered: None.
• US Work Sponsorship Offered: None.

• Develop and implement procedures and plans to ensure product quality and evaluate results to identify functional deficiencies, and correct design flaws as needed.
• Evaluate production processes to identify defects in manufacturing and design, and modify designs to maximize production efficiency and product quality.
• Solicit and gather internal and external feedback to identify potential new products and/or improvements to existing products that improve product serviceability.
• Write technical specifications and instructions to ensure product quality and performance, and track and manage the status of projects from inception to release.

• Customer Focus: Knowledge of customer needs and satisfaction, and ability to leverage that information in creating customized customer solutions.
• Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.
• Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations.
• Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, internal and external.
• Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs.
• Problem Solving: Knowledge of approaches, tools, and techniques for recognizing, anticipating, and resolving organizational, operational or process problems.
• Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
• Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

• Factory/shop/field tooling experience.
• Engineering/Manufacturing experience in Structures, Engines, Drivetrain, Hydraulics, & Electrical.
• Dealer technical support on products and services (including tool knowledge).
• Strong mechanical aptitude and analytical ability.
• Strong written and oral communication skills.
• Good working knowledge of warranty and service systems.
• Experience with direct communication with Caterpillar Dealers.
• Experience with Tooling and Service processes across a wide range of components and applications.
• Experience with CPI process and related systems.
• Experience with product validation & serviceability planning.
• Experience in Caterpillar’s Applied Failure Analysis (AFA) process and reporting.
• Experience using Cat data systems: DSN, TMI, SIMS, SIS, HVC, SCAS.

You’ll have the opportunity to work with dealers and multiple teams across Caterpillar to mitigate risk and ensure all aspects of warranty claiming comply with applicable regulations.

• Medical, dental, and vision benefits
• Paid time off (Vacation, Holidays, Volunteer)
• 401(k) savings plans
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSAs)
• Health Lifestyle Programs
• Employee Assistance Program
• Voluntary Benefits and Employee Discounts
• Career Development
• Incentive bonus
• Disability benefits
• Life Insurance
• Parental leave
• Adoption benefits
• Tuition Reimbursement

$ - $

Caterpillar is an Equal Opportunity Employer, including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply. Any offer of employment is conditioned upon the successful completion of a drug screen.