Product Service Engineer

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.

If you are looking for personal and professional growth, in a company with an inclusive culture, which seeks equity, respects differences and believes in people's potential, this is the right place. We consider people with disability candidates and those with diversity in gender, culture, ethnicity, religion, age, generation, race, nationality and sexual orientation.

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Summary:

In this role you will support the worldwide product team to enhance the acceptability and salability of current and new products (NPI) through meeting product health targets, reducing warranty, achieving NPI product support deliverables, and providing technical support to Caterpillar dealer technical/service departments, technical field reps, machine and component engineering and service engineers primarily focused on the North America region.

What you will do:

• Support Caterpillar Dealers worldwide.
• Conduct dealer and customer visits to personally provide technical assistance on urgent and emerging field problems.
• Perform quality, reliability, and warranty analyses for the assigned product.
• Conduct emerging issues analyses on dealer part return requests and inspections, development of quick field improvements, suggested design, or manufacturing improvements, etc.
• Identify, investigate and obtain resolution commitments for all significant field problems through CPI to maintain and improve assigned product performance.
• Create service publications to announce significant product improvements to the dealers, temporary field fix information and product support programs as part of the CPI resolution process.
• Provide service publication support through reviewing and editing existing and NPI service publications.
• Provide regional NPI pilot field follow support to evaluate NPI quality & reliability and customer acceptance of the new product.

What you will have:

• Customer Focus: Facilitates creation of the 'right' products and services to resolve customer business issues.
• 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.
• 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.

Basic requirements:

• Bachelor's degree.
• Pre-Avanced English.
• Leading diverse teams to address product issues.

Top candidates will also have:

• Intermediate Spanish.
• Familiarity with drivetrains.
• Standard warranty and goodwill policies.

Additional Information:

• Requires 10–20% travel, based on business needs.