Product Support Technical Representative

Career Area:

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.

Purpose and Scope:

Industrial Power Systems Division (IPSD) has an exciting opportunity for a Medium Engines Product Support Technical Representative. Even with the world’s best products, problems sometimes occur. In this role you will be responsible for ensuring your Cat Machine Group (CMG) customers receive a world class Product Support and quality issue management experience for C0.5 – C7.1 engines.

Key skills and capabilities of the position are focused on quick assessment of emerging issues, product problem management, effective communications, appropriate elevation of high impact issues, and resolution planning.

Job Duties / Objectives:

Primary function of this position is managing the product support relationship between the IPSD-M engine and enterprise customers, with frequent and effective communications on product quality issue management, improvement initiatives and field/service activities.

For our customer, you will be the primary product support contact, and will become an expert in understanding customer needs from a product quality point of view. Within our business, you will be the primary contact for product issues affecting your customer, advocating voice of customer (VOC) into our business, and representing our business position back to the customer. You will lead regular issue review meetings with the customer.

CMG Product Support Technical Representative is responsible for:

CMG Facility, Pre-Service and 0-2MIS Support

Your primary role will be to work with our customer facilities to support pre-service, 0-2MIS and new product facility readiness.

• Act as the customer contact window on routine and high-profile quality issues for your selected customers. Visit your customers to build relationship and communication effectiveness.
• Work closely with CMG facilities to ensure all quality issues are managed effectively. As-delivered quality (ADQ) events are raised for your CMG customers in a timely manner. Pre-service (ADQ) reworks are coordinated at all customer facilities, as required. Voice of customer on 0-2MIS is gathered and directed to the appropriate workstream.
• All quality events are logged and updated in the appropriate systems.
• Act as a trusted partner on engine quality issues working with the customer and engine quality teams. With primary focus on Wuxi engine facility and Wuxi customers.
• Prepare and present updates at customer quality reviews, including management meetings.
• Lead customer quality workshops to collaborate on process improvement initiatives, build successful relationships, and agree quality goals.
• Conduct Customer Readiness Reviews (CRR) in receiving machine facilities, ensuring the end-to-end processes from engine system receipt through machine assembly, test and PDI to machine shipment meet our legal and technical requirement.
• This position administers service approver codes to pay for requested dealer work.

Field Issues, Emerging issues and Product Problem Management

You will have opportunity to support multiple elements of CPI process including:

• Perform dealer and field machine visits to progress issue investigation.
• Raise Send-it-back requests for parts return for 0-2MIS or field issue support.
• When required, work with Product Support, CPI and Service engineering teams to ensure facts are gathered to support emerging issue investigation. Including input on failure symptoms, occurrence and customer impact.
• Support Continuous Product Improvement (CPI) Find it & Fix it issue investigation as required.

The CMG product support team cover a broad range of issues that are critical to our customers. By providing a single point of contact we are more integrated with our customer’s businesses, provide a high level of service and also ensure our customers are well represented within our own business in the prioritization of projects and resources.

As the role is global in nature and involves working with multiple departments within IPSD and many other parts of Caterpillar, it provides an excellent opportunity for the right person to gain customer-facing experience and knowledge.

Skills & Experience:

Required Background / Experience: This position requires an engineering/technical degree or equivalent experience through a company supported training program. Incumbents normally have 2-4 years’ experience in an engineering, quality or field position. Customer after-care service or support experience will be beneficial.

Incumbents must exhibit the ability to work independently and communicate effectively with others in the work group, customers and partner organizations. Global communications will be in English.

Candidate Profile:

Candidates must possess and demonstrate the following attributes and capacities:

• Good communication skills in English.
• Technical diesel engine knowledge, and/or the capability to learn quickly.
• Strong organization and issue management skills
• Capability to communicate and present effectively, including to customer and internal stakeholders.
• Demonstrate good problem-solving skills with logical process flow.
• Capacity to respond to time sensitive needs.
• Ability to manage and build good relationship with customers and partner teams.
• Ability to manage time effectively.
• Willingness to travel to customer sites.

Candidates may have the following skills which would be beneficial to the role:

• Working knowledge of engine and engine systems, including recent developments in off-highway diesel engines, emissions control systems and electronically controlled engines.
• Working knowledge of 8D, APQP, Supplier Quality Management, Cat Quality Management Systems and/or BIQ (Built In Quality).
• Customer after-care service or support experience
• 6 Sigma Green Belt / Black Belt or BIQ/CPI Black Belt project delivery
• Be prepared to travel globally up to 10% of the time.

This position requires working onsite five days a week.

Posting Dates:

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply

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