Career Area:
Product Support
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.
Your Work Shapes the World
Whether it be groundbreaking products, best in class solutions or creating a lifelong career, you can do the work that matters at Caterpillar. With a 95-year legacy of quality and innovation and 150 locations in countries around the world, your impact spans the globe.
When you join Caterpillar, you are joining a team of makers, innovators, and doers. We are the people who roll up our sleeves and do the work to build a better world. We don't just talk about progress and innovation. We make it happen. And we are proud of that, because it helps our customers build and power the world we live in - the roads, hospitals, homes, and infrastructure. Without a dedicated workforce Caterpillar could not effectively meet our customer's needs. Join us.
Job Summary:
A Grade Product Service Engineer is responsible for overall quality of the Grade product and facilitates the quality of the product by contributions in design, manufacture, distribution, service, product improvement, and other support processes.
What You Will Do:
- Frequent support of dealer service department (technicians & Technical Communicators) in resolving product problems via ticketing system (PS-CRM/DSN), phone, and email with own knowledge/experience and strengths of other internal process partners such as engineering organizations.
- Regular maintenance and development of Service Information with internal publication teams to insure proper service information is available to dealer organizations.
- Regular review of hardware and software quality reports to identify improvement opportunities and analyze responsible internal organization to work. As needed, initiates Continuous Product Improvements activities with internal engineering organizations and other process partners and supports projects through subsequent phases requiring investigation, validation, and corrective action communications.
- As needed, supports internal process partners in validation of New Product Introductions extending to field support with dealer organizations and developing relevant service information with publication teams.
- As needed, supports internal process partners on serviceability, product performance, product troubleshooting, utilization, application differences, and other inquiries
- Developing appropriate procedures and plans to ensure product quality and evaluating results to identify functional deficiencies. Correcting design flaws as needed.
- Evaluating production processes to identify defects in manufacturing and design. Modifying designs to maximize production efficiency and product quality.
- Soliciting and gathering internal and external feedback to identify potential new products and/or improvements to existing products that improve product serviceability.
- Writing technical specifications and instructions to ensure product quality and performance. Tracking and managing the status of projects from inception to release.
- Customer and Dealer site visits as necessary to maintain relationships and resolve product problems, validate improvements, and assist with new product utilization.
What Skills You Will Have:
Customer Focus:
- Facilitates creation of the 'right' products and services to resolve customer business issues.
- Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.
- Advises others on creating customer focused environments in various scenarios.
- Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.
- Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.
- Communicates and models the criticality of customer focus as an organizational strategy.
Data Gathering & Analysis:
- Follows proper data gathering and analysis processes and policies.
- Reports problems that arise in the data collection process.
- Participates in gathering and analyzing an organization's data based on requirements.
- Documents data from various sources and in various formats.
- Utilizes basic data collection and evaluation tools and techniques.
Service Excellence:
- Anticipates customers' needs and satisfies them proactively.
- Resolves complex customer complaints or problems.
- Teaches others how to deliver excellent customer service in a variety of settings.
- Applies the concept of 'Moments of Truth' to customer service.
- Participates in developing a variety of effective ways to deal with difficult customers.
- Recovers from a service failure in a way that enhances customer's esteem of the organization.
Consulting:
- Explains the requirements, deliverables, costs, and criticalities of the assignment.
- Participates in developing consulting opportunities or assignments.
- Uses formal and informal means to keep client informed on progress and issues.
- Carries out the agreed-upon consulting assignment in a professional manner.
- Documents client's objectives and project scope.
Effective Communications:
- Reviews others' writing or presentations and provides feedback and coaching.
- Adapts documents and presentations for the intended audience.
- Demonstrates both empathy and assertiveness when communicating a need or defending a position.
- Communicates well downward, upward, and outward.
- Employs appropriate methods of persuasion when soliciting agreement.
- Maintains focus on the topic at hand.
- Proven communication skills both verbal and written across a variety of audiences
Problem Solving:
- Identifies and documents specific problems and resolution alternatives.
- Examines a specific problem and understands the perspective of each involved stakeholder.
- Develops alternative techniques for assessing accuracy and relevance of information.
- Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.
- Uses fact-finding techniques and diagnostic tools to identify problems.
- Analytical and logical problem-solving ability
Relationship Management:
- Provides prompt and effective responses to client requests and interactions.
- Monitors client satisfaction levels on a regular basis.
- Alerts own team to problems in client satisfaction.
- Differentiates the roles and responsibilities in a business relationship.
- Works with clients to address critical issues and resolve major problems.
- Flexible team player willing to adjust focus between parallel tasks with partner organizations and dealer service departments
Technical Excellence:
- Advises others on the assessment and provision of all technical solutions.
- Engages appropriate subject matter resources to effectively resolve technical issues.
- Mentors others to enhance their technical competence and its application to achieve more effective technical solutions.
- Coaches others in promoting, defining, analyzing, and providing superior technical solutions to business problems.
- Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues.
- Assumes accountability for personal technical performance and holds others responsible for theirs.
- Interpreting and utilizing schematics primarily electrical but also hydraulic for system understanding and troubleshooting
- Understanding basics of heavy equipment operation and typical job applications
- Knowledge of automatic control principles and experience tuning control algorithms
- Knowledge of surveying principles whether traditional or GNSS
- Knowledge of wireless communication and GNSS positioning
- Experience with Microsoft Office products such as Excel, PowerPoint, Outlook, etc
- Experience with J1939 CAN communication and Ethernet communication at both hardware interface and electronic layers
- Experience in subsystem/system level testing and validation
Additional Information
The location for this position is Mossville, IL.
Relocation assistance is not available for this position. Any relocation costs incurred would be the responsibility of the selected candidate.
This position may require up to 30% travel.
What You Will Get:
Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world. Here you earn more than just wage, because we value your performance, we offer a total rewards package that provides:
Competitive Base Salary
Annual incentive bonus plan*
Medical, dental, and vision coverage
Paid time off plan (Vacation, Holiday, Volunteer, Etc.)
401k savings plan
Health savings account (HSA)
Flexible spending accounts (FSAs)
Short and long-term disability coverage
Life Insurance
Paid parental leave
Healthy Lifestyle Programs
Employee Assistance Programs
Voluntary Benefits (Ex. Accident, Identity Theft Protection)
*Subject to annual eligibility and incentive plan guidelines.
Final details
Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application - please use the candidate log-in on our career website as it will reflect any updates to your status.
This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at www.Caterpillar.com/Careers .
For more information, visit caterpillar.com. To connect with us on social media, visit caterpillar.com/social-media
#LI
Relocation is available for this position.
Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com/careers.
Posting Dates:
September 13, 2024 - September 27, 2024
Any offer of employment is conditioned upon the successful completion of a drug screen.
EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.
Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .
