Senior Product Service Engineer; Dealer Service Tools

Career Area: Product Support

Job Description:

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 makers, problem solvers, and future work builders who are creating stronger, more sustainable communities. We don’t just talk about progress and innovation – 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.

Our Product Support and Logistics Division (PSLD) is one of the most innovative divisions within Caterpillar. In PSLD, as in all of Caterpillar, our priority is our customers and helping them build a better world. We touch nearly every element of the services value stream. PSLD is responsible for Aftermarket Parts Distribution of Cat Parts, Integrated Logistics, and Global Services supporting Caterpillar dealers and customers.

Our teams work together in critical areas that leverage digital capabilities, technology, and operational excellence.

At Caterpillar Dealer Service Tools, we design and develop tooling solutions that make our dealers the best option when it comes to servicing Caterpillar products. Our engineering team develops a variety of tools, including diagnostic tools, specialty tools for assembly & disassembly, test & adjust tools, hand tools, and shop supplies. As the Senior Product Service Engineer (Dealer Service Tools) for the 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 appropriate procedures and plans to ensure product quality and evaluating results to identify functional deficiencies. Correct design flaws as needed.
• Evaluate production processes to identify defects in manufacturing and design. 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. Track and manage the status of projects from inception to release.

• Education: Associate’s Degree (Preferably Bachelors in Engineering)
• Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and the 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 and provide excellent service in a direct or indirect manner.
• Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
• Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
• 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;…